Contact Center Manager

Job Description:

Avon Products is seeking a motivated and driven Contact Center Manager to join our team in Dunedin, Otago, NZ. As a mid-to-senior level professional with at least 6 years of experience in contact center management, you will be responsible for overseeing a team of customer service representatives and ensuring the smooth operation of our contact center.

Responsibilities: 1. Manage and lead a team of customer service representatives, including hiring, training, and performance evaluation. 2. Develop and implement contact center policies and procedures to ensure efficient and effective customer service operations. 3. Monitor and analyze key performance indicators to identify areas for improvement and implement strategies to increase customer satisfaction. 4. Collaborate with other departments to ensure a seamless customer experience across all touchpoints. 5. Develop and maintain relationships with key stakeholders to support business objectives and drive revenue growth. 6. Implement strategies for continuous improvement and innovation in contact center operations. 7. Handle escalated customer issues and provide resolution in a timely and professional manner. 8. Ensure compliance with all relevant regulations and standards.

Requirements: 1. Bachelor's degree in Business Administration or a related field. 2. Proven experience in contact center management with a minimum of 6 years of experience. 3. Strong leadership skills with the ability to motivate and inspire a team. 4. Excellent communication and interpersonal skills. 5. Emotional intelligence and the ability to handle difficult situations with empathy and professionalism. 6. Strategic planning skills to develop and execute effective contact center strategies. 7. Ability to work in a fast-paced environment and adapt to changing priorities. 8. Proficiency in contact center software and CRM systems.

Benefits: 1. Paid overtime for additional hours worked. 2. Relocation allowance for candidates moving to Dunedin, Otago, NZ. 3. Visa sponsorship for eligible candidates.

Equal Opportunity Statement: Avon Products is an equal opportunity employer and is committed to promoting equality and fairness for all employees. We welcome applications from candidates of all backgrounds and do not discriminate on the basis of race, gender, sexual orientation, age, or disability.

Deadline to apply: 2024-05-18

If you meet the requirements and are interested in joining our team as a Contact Center Manager, we encourage you to apply before the deadline. We look forward to reviewing your application.

How to apply:

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