Contact Center Manager

Job Description:

As a Contact Center Manager at NetApp in Dunedin, Otago, NZ, you will be responsible for leading a team of customer service representatives to provide exceptional support to our clients. Your primary goal will be to ensure that our customers have a positive experience when interacting with our contact center.

Responsibilities: 1. Manage and oversee the daily operations of the contact center team. 2. Develop and implement strategies to improve customer satisfaction and retention. 3. Monitor performance metrics and KPIs to ensure team goals are met. 4. Train and coach contact center staff to enhance their skills and performance. 5. Handle escalated customer inquiries and resolve complex issues. 6. Collaborate with other departments to address customer concerns and feedback. 7. Implement quality assurance processes to maintain high service standards. 8. Stay up-to-date on industry trends and best practices in customer service. 9. Prepare and analyze reports on contact center performance for management review.

Requirements: 1. Bachelor's degree in Business Administration or related field. 2. 5 years of experience in a contact center or customer service role. 3. Proven experience in a managerial or team leadership position. 4. Excellent communication and interpersonal skills. 5. Resilient and motivated with a positive attitude. 6. Strong time management and organizational skills. 7. Ability to work well in a team and foster cooperation. 8. Knowledge of contact center technologies and software. 9. Flexibility to work in a fast-paced environment and adapt to change.

Benefits: - Free food - Medical coverage - Gym membership

Equal Opportunity Statement: NetApp is an equal opportunity employer and is committed to creating a diverse and inclusive workplace. We welcome applications from all qualified individuals regardless of race, gender, age, sexual orientation, disability, or any other characteristic protected by law. We strive to create a supportive and inclusive environment for all employees.

If you are a dynamic and experienced Contact Center Manager looking to join a global company with a collaborative work culture, apply now before the deadline on June 11, 2024. Join us at NetApp and be part of our mission to empower organizations to change the world with data.

How to apply:

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