Call Center Manager

Job Description:

Ingredion, a leading global ingredients solutions company, is seeking a passionate and independent Call Center Manager to join our team in Auckland, NZ. This part-time position is ideal for a mid-to-senior level professional with at least 7 years of experience in call center management.

Responsibilities: 1. Manage and oversee the daily operations of the call center, ensuring efficient and effective customer service delivery. 2. Develop, implement, and monitor customer service strategies and procedures to improve overall performance. 3. Hire, train, and coach call center staff to ensure the team is equipped to provide exceptional service to customers. 4. Monitor call center metrics and KPIs to identify areas for improvement and drive performance enhancements. 5. Collaborate with other departments to address customer inquiries, escalations, and issues in a timely manner. 6. Conduct regular performance evaluations and provide feedback to team members to foster growth and development. 7. Stay up-to-date on industry trends and best practices in call center management to drive innovation and continuous improvement. 8. Handle escalated customer complaints and ensure resolutions are handled professionally and in a timely manner. 9. Maintain records of call center activities and prepare reports for management on a regular basis. 10. Drive a culture of excellence, professionalism, and teamwork within the call center team.

Requirements: 1. Bachelor's degree in Business Administration or a related field. 2. Proven experience as a Call Center Manager or similar role. 3. Strong leadership and communication skills. 4. Ability to analyze data, identify trends, and make data-driven decisions. 5. Excellent interpersonal skills and a customer-focused mindset. 6. Proficient in CRM software and call center technologies. 7. Passion for delivering exceptional customer service. 8. Ability to work independently and drive results. 9. Strong research skills and a mindset for innovation. 10. Equal Opportunity Statement: Ingredion is an equal opportunity employer and is committed to providing a diverse and inclusive workplace for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, gender identity, national origin, disability, or veteran status.

Benefits: 1. Disability insurance 2. Company transportation 3. Remote work flexibility

Working Environment: Join a team dedicated to achieving success in a high-energy workplace focused on delivering impactful results. If you are a motivated and experienced call center manager looking for a rewarding opportunity, apply now and become a part of the Ingredion team.

Deadline to Apply: June 10, 2024

Equal Opportunity Statement: Ingredion is an equal opportunity employer and is committed to providing a diverse and inclusive workplace for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, gender identity, national origin, disability, or veteran status.

How to apply:

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