Contact Center Manager

Job Description:

WellCare Health Plans is seeking a Contact Center Manager to join our team in Hamilton, Waikato, NZ. As a mid-to-senior level position, the Contact Center Manager will be responsible for overseeing the daily operations of our contact center, ensuring efficient and effective customer service delivery.

Responsibilities: - Develop and implement contact center policies and procedures to ensure optimal performance and customer satisfaction - Manage a team of contact center agents, including hiring, training, scheduling, and performance evaluation - Monitor and analyze contact center metrics to identify areas for improvement and implement strategies to increase efficiency and productivity - Handle escalated customer inquiries and complaints, resolving issues in a timely and professional manner - Collaborate with other departments to ensure seamless communication and coordination between teams - Develop and implement training programs for contact center agents to enhance their skills and improve overall performance - Stay up-to-date on industry best practices and trends to continuously improve the contact center operations

Requirements: - 7 years of experience in a contact center or customer service management role - Strong communication and leadership skills - Reliable and resilient personality traits - Proficiency in contact center software and technology - Ability to work in a fast-paced and dynamic environment - Bachelor's degree in Business Administration or related field is preferred

Benefits: - Paid Time Off (PTO) - Profit sharing - Remote work flexibility

Working environment: At WellCare Health Plans, we embrace diversity and create an inclusive culture that values and respects all perspectives. We are committed to providing a supportive and inclusive work environment where all employees feel valued and respected.

Equal Opportunity Statement: WellCare Health Plans is an equal opportunity employer and prohibits discrimination and harassment of any kind. We are committed to creating a diverse and inclusive workplace where all employees have the opportunity to succeed based on their own merits.

How to apply:

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