Online Call Center Manager

Job Description:

We are seeking a dynamic and experienced Online Call Center Manager to join our team at TJX in Dunedin, Otago, NZ. As a part-time Associate Level position, the Online Call Center Manager will play a key role in managing our online call center operations and ensuring the highest level of customer satisfaction.

Responsibilities: - Oversee the day-to-day operations of the online call center, including managing a team of customer service representatives and ensuring high-quality service delivery - Develop and implement policies and procedures to improve efficiency and productivity - Monitor and analyze call center metrics to identify areas for improvement and implement solutions - Train and coach customer service representatives to enhance their skills and performance - Handle escalated customer complaints and issues in a timely and effective manner - Collaborate with other departments to ensure a seamless customer experience across all channels - Stay up to date on industry trends and best practices to continuously improve call center operations - Manage scheduling and staffing to ensure adequate coverage during peak hours

Requirements: - Minimum of 5 years of experience in call center management or a related field - Strong leadership skills with the ability to motivate and inspire a team - Excellent communication and interpersonal skills - Proven track record of delivering exceptional customer service - Ability to multitask and prioritize in a fast-paced environment - Reliable and adaptable with a proactive approach to problem-solving - Bachelor's degree in business or a related field is preferred

Personality Traits: - Reliable - Adaptable

Soft Skills: - Problem-solving - Adaptability

Benefits: - Paid overtime - Travel & spending expenses - Vision insurance

Working Environment: At TJX, we thrive in a culture that embraces change and responds resiliently. As an Online Call Center Manager, you will have the opportunity to make a significant impact on our customer service operations and contribute to our overall success.

Equal Opportunity Statement: TJX is an equal opportunity employer and is committed to creating a diverse and inclusive workplace. We welcome 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.