Call Center Manager

Job Description:

Cigna is seeking a reliable and resourceful Call Center Manager to join our team in Auckland, NZ. As a Mid-to-Senior Level professional with at least 6 years of experience in a call center environment, you will be responsible for managing all aspects of the call center operations to ensure the highest level of customer service and satisfaction.

Responsibilities: - Oversee day-to-day operations of the call center, including managing a team of customer service representatives - Develop and implement strategies to improve call center performance and efficiency - Monitor and analyze call center metrics to identify areas for improvement - Handle escalated customer complaints and issues in a timely and professional manner - Train and mentor call center staff to ensure they are equipped to provide exceptional service to customers - Work closely with other departments to coordinate efforts in resolving customer inquiries and issues - Stay up-to-date on industry trends and best practices to continuously improve call center operations - Ensure compliance with all company policies and procedures

Requirements: - Bachelor's degree in Business Administration or related field - 6+ years of experience in a call center environment, with at least 2 years in a supervisory or managerial role - Strong communication and interpersonal skills - Excellent negotiation and planning skills - Ability to work under pressure and meet deadlines - Proven track record of delivering high-quality customer service - Proficiency in Microsoft Office Suite and call center software

Benefits: - Joining Bonus - Parental leave - Vision insurance

Working Environment: At Cigna, we believe in continuously learning and adapting to stay ahead in a rapidly changing world. As a Call Center Manager, you will have the opportunity to grow and develop your skills in a dynamic and supportive environment.

Deadline to Apply: July 4, 2024

Equal Opportunity Statement: Cigna is an equal opportunity employer. We value diversity and inclusion in our workforce and encourage all qualified individuals to apply for this position.

How to apply:

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