Contact Center Manager

Job Description:

Western Union is seeking a dedicated and resourceful Contact Center Manager to join our team in Hamilton, Waikato, NZ. As a part-time Associate Level position, the Contact Center Manager will be responsible for overseeing the daily operations of our contact center and ensuring a high level of customer service and satisfaction.

Responsibilities: - Manage a team of contact center representatives, including hiring, training, scheduling, and performance management - Develop and implement strategies to improve customer service quality and efficiency - Monitor and analyze contact center metrics to identify areas for improvement - Collaborate with other departments to ensure a seamless customer experience - Handle escalated customer inquiries and complaints - Stay up-to-date on industry best practices and technological advancements in contact center management - Implement strategic planning and innovation initiatives to drive continuous improvement - Maintain a positive and inclusive working environment that promotes teamwork and collaboration - Ensure compliance with company policies and procedures

Requirements: - 5 years of experience in contact center management or a related field - Resourceful and dedicated personality traits - Strong strategic planning and innovation skills - Excellent communication and problem-solving abilities - Ability to work well under pressure and meet deadlines - Bachelor's degree in Business Administration or a related field is preferred - Proficiency in Microsoft Office Suite and contact center software - Strong leadership and team management skills

Benefits: - Free accommodation - Paid sick leave - Dental insurance

Working Environment: At Western Union, we strive to pursue excellence in every endeavor, setting a high standard for achievement. Our team is dedicated to delivering exceptional customer service and achieving business success through innovation and collaboration.

Equal Opportunity Statement: Western Union is an equal opportunity employer and is committed to creating a diverse and inclusive workplace. We celebrate diversity and are dedicated to providing equal opportunities for all employees and job applicants. All qualified individuals are encouraged to apply.

How to apply:

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