Remote Contact Center Manager

Job Description:

Pointy is seeking a highly experienced Remote Contact Center Manager to join our team in Dublin, Ireland. As a Mid-to-Senior Level professional with at least 6 years of experience in contact center management, you will be responsible for overseeing our remote customer service operations and ensuring the highest level of service delivery to our customers.

Responsibilities: - Manage a team of remote customer service representatives and supervisors, providing guidance, support, and training as needed - Develop and implement contact center strategies to improve efficiency, productivity, and customer satisfaction - Monitor and analyze KPIs to track performance and make data-driven decisions to improve the customer service experience - Handle escalated customer inquiries and complaints, resolving issues in a timely and professional manner - Collaborate with other departments to ensure a seamless customer experience across all touchpoints - Stay up-to-date on industry trends and best practices to continuously improve contact center operations - Develop and maintain contact center policies and procedures to ensure compliance with company standards and regulatory requirements - Foster a positive and inclusive work environment for remote team members, promoting teamwork, collaboration, and a strong work ethic

Requirements: - 6+ years of experience in contact center management, preferably in a remote setting - Strong leadership skills with the ability to motivate and inspire a remote team - Excellent communication and interpersonal skills - Proven track record of achieving KPIs and driving results in a fast-paced environment - Resourceful and reliable, with the ability to adapt to changing priorities and meet deadlines - Critical thinking and innovation skills to solve complex problems and drive continuous improvement - Bachelor's degree in Business Administration or related field is preferred - Proficiency in contact center technology and CRM systems

Benefits: - Gym membership - Disability insurance - Retirement plan

Equal Opportunity Statement: Pointy is an equal opportunity employer and is committed to creating a diverse and inclusive work environment. We welcome applications from all qualified individuals, regardless of race, gender, age, disability, sexual orientation, or religion. All qualified candidates will be considered for employment without regard to any of these characteristics.

Deadline to apply: 2024-06-29

How to apply:

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