Call Center Manager

Job Description:

Aetna is seeking a dynamic and experienced Call Center Manager to join our team in Christchurch, Canterbury, NZ. As a mid-to-senior level position, the ideal candidate will have at least 6 years of experience in a similar role. This is a part-time opportunity for someone who is energetic, hardworking, and possesses strong planning and critical thinking skills.

Responsibilities: 1. Oversee daily operations of the call center, including managing staff, handling customer inquiries, and ensuring high-quality service delivery. 2. Develop and implement strategies to optimize call center performance, such as improving call handling times and customer satisfaction scores. 3. Monitor key performance indicators (KPIs) and provide regular reports to senior management on call center performance. 4. Conduct regular training sessions for call center staff to improve customer service skills and product knowledge. 5. Handle escalated customer complaints and provide solutions in a timely and professional manner. 6. Collaborate with other departments to ensure a seamless customer experience across all touchpoints.

Requirements: 1. Bachelor's degree in business administration or a related field. 2. Proven experience as a Call Center Manager or similar role. 3. Excellent communication and leadership skills. 4. Ability to multitask and prioritize tasks effectively. 5. Strong problem-solving abilities and attention to detail.

Benefits: - Employee discounts - Paid sick leave - Visa sponsorship

Working Environment: At Aetna, we prioritize understanding and empathy in all interactions. We strive to create a supportive and inclusive work environment where every team member is valued and empowered to succeed.

Deadline to apply: 2024-06-29

Equal Opportunity Statement: Aetna is an equal opportunity employer and is committed to creating a diverse and inclusive workplace. We welcome and encourage applications from all qualified individuals regardless of race, gender, age, sexual orientation, disability, or any other protected status.

How to apply:

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