Call Center Manager

Job Description:

We are looking for a dedicated and passionate Call Center Manager to join our team at Wolfgang Digital in Cork, IE. As the Call Center Manager, you will be responsible for overseeing the daily operations of our call center, ensuring that our team delivers exceptional customer service and meets performance targets.

Responsibilities: 1. Manage and oversee the day-to-day operations of the call center, including monitoring call volume, performance metrics, and customer satisfaction. 2. Develop and implement strategies to improve call center efficiency and effectiveness. 3. Train, coach, and mentor call center agents to ensure they provide high-quality customer service. 4. Monitor and evaluate agent performance, providing feedback and implementing corrective action as needed. 5. Develop and maintain call center policies and procedures to ensure consistency and compliance. 6. Handle escalated customer complaints and issues, resolving them in a timely and professional manner. 7. Collaborate with other departments to improve overall customer experience and satisfaction. 8. Analyze call center data and metrics to identify trends and opportunities for improvement. 9. Stay current on industry trends and best practices in call center management. 10. Maintain a positive and supportive working environment for call center agents.

Requirements: 1. 8 years of experience in call center management or a related field. 2. Strong leadership and communication skills. 3. Creativity and problem-solving abilities. 4. Proficiency in call center software and technology. 5. Ability to multitask and prioritize in a fast-paced environment. 6. Bachelor's degree in business or a related field (preferred). 7. Dedicated and passionate about providing excellent customer service.

Benefits: 1. Profit sharing 2. Relocation allowance 3. Parental leave

Working Environment: At Wolfgang Digital, we prioritize understanding and empathy in all interactions. We believe in creating a supportive and inclusive work environment where all employees feel valued and respected.

Deadline to Apply: June 26, 2024

Equal Opportunity Statement: Wolfgang Digital is an equal opportunity employer and does not discriminate on the basis of race, color, religion, gender, sexual orientation, age, disability, or any other protected status. We actively seek to build a diverse and inclusive workforce.

How to apply:

Apply on GrabJobs and you will be notified if shortlisted for the job.