Contact Center Manager - Remote Work

Job Description:

We are looking for a Contact Center Manager to join our team at United Rentals, a leading equipment rental company based in Wellington, New Zealand. This is a full-time remote work position with a mid-to-senior level of seniority and requires a minimum of 8 years of experience in a similar role.

As a Contact Center Manager, your primary responsibility will be to oversee the operations of our contact center team, ensuring that they provide excellent customer service and meet key performance indicators. You will be tasked with developing and implementing strategies to optimize contact center processes, improve efficiency, and drive employee performance.

Key responsibilities include: - Leading and managing a team of contact center representatives - Setting performance goals and objectives for the team - Monitoring and analyzing contact center metrics to identify trends and opportunities for improvement - Developing training programs to enhance the skills and knowledge of contact center staff - Implementing quality assurance programs to ensure high levels of customer satisfaction - Handling escalated customer inquiries and complaints - Collaborating with other departments to streamline processes and improve overall customer experience

Requirements: - 8 years of experience in a contact center management role - Proven track record of driving team performance and achieving targets - Strong project management and negotiation skills - Excellent communication and interpersonal skills - Ability to thrive in a fast-paced, dynamic environment - Driven and adaptable personality traits - Experience working in a remote work setting is a plus

Benefits: - Paid sick leave - Medical coverage - Travel opportunities

Working Environment: At United Rentals, we are dedicated to understanding and exceeding customer expectations. We believe in fostering a positive and collaborative working environment where employees are encouraged to excel and grow within the company.

Equal Opportunity Statement: United Rentals is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.

How to apply:

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