Contact Center Manager

Job Description:

Spark New Zealand is seeking a motivated and experienced Contact Center Manager to join our team in Hamilton, Waikato. As a part-time Contact Center Manager, you will play a key role in leading our contact center operations to ensure the highest level of customer service and satisfaction.

Responsibilities: 1. Oversee and manage the day-to-day operations of the contact center. 2. Develop and implement strategies to improve customer service and drive operational efficiency. 3. Lead a team of contact center agents, providing coaching and guidance to ensure outstanding customer interactions. 4. Monitor key performance indicators (KPIs) and metrics to track performance and identify areas for improvement. 5. Collaborate with other departments to address customer issues and drive process improvements. 6. Handle escalated customer inquiries and complaints in a timely and professional manner. 7. Develop training programs for contact center agents to enhance knowledge and skills. 8. Ensure compliance with company policies and procedures. 9. Analyze data and trends to forecast future performance and make informed decisions. 10. Regularly communicate with upper management on contact center performance and goals.

Requirements: 1. Bachelor's degree in Business Administration or a related field. 2. Minimum of 6 years of experience in contact center management. 3. Strong leadership and team management skills. 4. Excellent verbal and written communication skills. 5. Ability to work under pressure and make timely decisions. 6. Proficient in Microsoft Office and contact center software. 7. Adaptable and resourceful with the ability to problem-solve effectively. 8. Attention to detail and strong negotiation skills.

Benefits: - Remote work flexibility - Life insurance - Paid sick leave

Working Environment: At Spark New Zealand, we have a strong focus on exceeding customer expectations and delivering delight. Our team is dedicated to providing exceptional service and creating positive customer experiences.

Deadline to apply: 2024-05-29

Equal Opportunity Statement: Spark New Zealand is an equal opportunity employer and values diversity in the workplace. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. All qualified candidates are encouraged to apply.

How to apply:

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