Contact Center Manager - Work from home

Job Description:

Savola Group is seeking a Contact Center Manager who will work remotely from home to oversee our customer service operations in Mecca, SA. The successful candidate will be responsible for managing a team of contact center representatives, ensuring high-quality customer service, and driving performance improvements. This role requires a strong leader with excellent communication skills and a passion for delivering exceptional customer experiences.

Responsibilities: 1. Manage and lead a team of contact center representatives to achieve key performance indicators and service level agreements. 2. Monitor and analyze call center performance metrics to identify trends and implement strategies for improvement. 3. Develop and implement training programs to ensure representatives are equipped to handle customer inquiries professionally and efficiently. 4. Resolve escalated customer issues and complaints in a timely and effective manner. 5. Collaborate with other departments to address customer feedback, system issues, and process improvements. 6. Develop and maintain contact center procedures and policies to ensure compliance with company standards and industry regulations. 7. Provide regular performance feedback and coaching to team members to promote professional growth and development. 8. Foster a positive and inclusive work environment that promotes teamwork, collaboration, and open communication. 9. Stay current on industry trends and best practices to continuously improve contact center operations.

Requirements: 1. Bachelor's degree in Business Administration or related field. 2. Minimum of 5 years of experience in a contact center management role. 3. Strong leadership skills with the ability to motivate and inspire team members. 4. Excellent communication and interpersonal skills. 5. Critical thinking and problem-solving abilities. 6. Ability to work independently and effectively manage remote teams. 7. Reliable with a strong work ethic and a passion for delivering exceptional customer service.

Benefits: - Profit sharing - Disability insurance - Travel opportunities

Working Environment: At Savola Group, we foster transparency and open dialogue for effective communication at all levels. We believe in providing a supportive and collaborative work environment where all team members are valued and respected.

Equal Opportunity Statement: Savola Group is an equal opportunity employer and is committed to diversity in the workplace. We do not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or veteran status. All qualified applicants will receive consideration for employment.

Deadline to apply: May 8th, 2024.

How to apply:

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