Online Contact Center Manager

Job Description:

We are seeking a dynamic and experienced Online Contact Center Manager to join our team at Storm Technologies in Makati, NCR, PH. As an Associate Level Manager, you will be responsible for overseeing our online contact center operations and ensuring the highest level of customer service is provided to our clients. The ideal candidate will have at least 5 years of experience in a similar role and possess a strong work ethic, resilience, innovation, and excellent people management skills.

Responsibilities: - Manage and oversee the day-to-day operations of the online contact center - Develop and implement strategies to improve customer satisfaction and retention - Monitor and analyze key performance indicators to ensure targets are met - Lead and motivate a team of contact center agents to achieve goals and objectives - Conduct regular performance evaluations and provide feedback and coaching to team members - Collaborate with other departments to address customer issues and provide solutions - Stay up-to-date with industry trends and implement best practices for customer service - Coordinate training programs to enhance the skills and knowledge of contact center agents - Handle escalated customer inquiries and ensure prompt resolution - Prepare reports and presentations on contact center performance for senior management

Requirements: - Bachelor's degree in business administration or related field - Proven experience as a Contact Center Manager or similar role - Strong leadership and communication skills - Ability to work under pressure and meet tight deadlines - Excellent problem-solving abilities and decision-making skills - Proficient in Microsoft Office and contact center software - Knowledge of customer service principles and practices - Ability to multitask and prioritize tasks effectively - Experience in training and development of contact center agents - Strong understanding of online contact center operations

Benefits: - Gym membership - Company-provided equipment - Training and professional development opportunities - Positive and empathetic working environment

Deadline to apply: June 27, 2024

Equal Opportunity Statement: Storm Technologies is an equal opportunity employer and does not discriminate on the basis of race, color, religion, sex, national origin, age, disability, or any other characteristic protected by law. We are committed to creating a diverse and inclusive workplace where all employees feel valued and respected.

How to apply:

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