Contact Center Manager - Remote Work

Job Description:

Al-Yamama is seeking a dynamic and experienced Contact Center Manager to join our team on a part-time basis. This position will be remote, allowing for flexibility and work-life balance. The Contact Center Manager will be responsible for overseeing the operations of our contact center, ensuring efficient and effective customer service delivery.

Responsibilities: - Manage a team of remote customer service representatives, ensuring they meet performance goals and provide excellent customer service - Develop and implement contact center policies and procedures to improve efficiency and customer satisfaction - Monitor key performance metrics and analyze data to identify trends and make data-driven decisions - Collaborate with other departments to ensure a seamless customer experience across all touchpoints - Conduct regular training sessions to improve team performance and customer service skills - Handle escalated customer issues and complaints in a professional and timely manner - Stay up-to-date on industry trends and best practices to continuously improve contact center operations

Requirements: - Minimum of 5 years of experience in contact center management - Strong leadership skills and ability to motivate and engage remote teams - Excellent communication and interpersonal skills - Driven and confident personality traits - Proficient in negotiation and research soft skills - Ability to work independently and manage multiple priorities - Experience with Contact Center software and CRM systems - Bachelor's degree in Business Administration or a related field

Benefits: - Free accommodation for remote work - Parental leave - Retirement plan

Working Environment: At Al-Yamama, we value creativity, innovation, and growth. Our working environment encourages curiosity and questioning to drive continuous improvement and foster a culture of learning.

Equal Opportunity Statement: Al-Yamama 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 building a diverse and inclusive workforce and encourage individuals of all backgrounds to apply.

Deadline to apply: 2024-05-11

How to apply:

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