Online Contact Center Manager

Job Description:

Voiceworks is seeking an experienced and energetic Online Contact Center Manager to join our team in Den Haag, NL. As a Mid-to-Senior Level professional with at least 8 years of experience in contact center management, you will be responsible for overseeing the operations of our online contact center, ensuring efficiency, quality, and customer satisfaction.

Responsibilities:

- Manage and supervise a team of online customer service representatives, providing guidance, support, and training as needed - Monitor and analyze contact center metrics to optimize performance and meet KPIs - Develop and implement strategies to improve customer service processes and communication channels - Coordinate with other departments to address customer issues and enhance the overall customer experience - Handle escalated customer complaints and provide resolutions in a timely manner - Stay up-to-date on industry trends and best practices to continuously improve contact center operations - Collaborate with IT and software development teams to implement technological solutions for the contact center - Conduct regular performance evaluations and provide feedback to team members - Ensure compliance with company policies, procedures, and regulations

Requirements:

- Bachelor's degree in Business Administration or related field - Proven experience in online contact center management - Strong organizational and analytical skills - Excellent communication and interpersonal abilities - Ability to work effectively in a fast-paced environment - Proficiency in CRM software and contact center technology - Energetic and resourceful personality traits - Strong teamwork and planning skills

Benefits:

- Free accommodation - Medical coverage - Free food

Working Environment:

At Voiceworks, we believe in empowering our employees to take ownership and make impactful decisions. We provide a supportive and collaborative work environment where your contributions are valued and recognized.

Deadline to apply: 2024-06-01

Equal Opportunity Statement:

Voiceworks is an equal opportunity employer and is committed to diversity in the workplace. We do not discriminate on the basis of race, color, religion, gender, sexual orientation, age, marital status, or any other characteristic protected by law.

How to apply:

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