Online Contact Center Manager

Job Description:

Mutual of Omaha Insurance is seeking a highly motivated and experienced Online Contact Center Manager to join our team in Wellington, NZ. As the Online Contact Center Manager, you will be responsible for overseeing the operations of our online customer service contact center, ensuring efficient and effective communication with our customers and providing exceptional service.

Responsibilities: 1. Develop and implement strategies to improve online customer service processes and experience. 2. Monitor and analyze key performance indicators to identify areas for improvement and implement solutions. 3. Manage a team of online customer service representatives, providing leadership, guidance, and performance feedback. 4. Collaborate with other departments to ensure seamless communication and resolution of customer issues. 5. Stay informed about industry trends and best practices in online customer service to continuously enhance operations. 6. Handle escalated customer inquiries and complaints in a timely and professional manner. 7. Conduct regular training sessions for online customer service representatives to ensure they are equipped with the necessary skills and knowledge. 8. Develop and maintain reporting mechanisms to track and measure the performance of the online contact center. 9. Implement quality assurance measures to uphold the highest standards of customer service.

Requirements: 1. Minimum of 8 years of experience in customer service, with at least 3 years in a managerial role. 2. Energetic and resourceful personality traits. 3. Strong strategic planning and adaptability skills. 4. Excellent communication and interpersonal abilities. 5. Proven track record of managing online contact centers and driving improvement. 6. Bachelor's degree in Business Administration or related field (preferred). 7. Proficiency in customer service software and tools. 8. Ability to work independently and collaboratively in a fast-paced environment.

Benefits: 1. Remote work flexibility. 2. Training and professional development opportunities. 3. Retirement plan.

Working Environment: At Mutual of Omaha Insurance, we are committed to promoting equality and fairness for all employees. We foster a diverse and inclusive workplace where everyone is valued and respected.

Equal Opportunity Statement: Mutual of Omaha Insurance is an equal opportunity employer and does not discriminate on the basis of race, color, religion, gender, age, national origin, disability, or any other protected status. We are committed to creating a diverse and inclusive work environment where all employees feel valued and respected.

How to apply:

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