Remote Contact Center Manager

We are looking for a highly motivated and experienced Remote Contact Center Manager to join our team at Imperial Logistics in Cape Town, Western Cape, ZA. As an Associate Level position, the ideal candidate should have at least 5 years of experience in contact center management.

Responsibilities: - Manage a team of remote contact center agents to ensure high performance and customer satisfaction - Develop and implement strategies to improve contact center operations and efficiency - Monitor key performance indicators (KPIs) and provide regular reports to upper management - Train and develop contact center agents to ensure they have the skills and knowledge to succeed - Handle escalated customer complaints and disputes in a professional and timely manner - Collaborate with other departments to ensure a seamless customer experience - Stay up-to-date on industry best practices and implement changes as needed - Implement and maintain quality assurance processes to ensure service excellence - Manage scheduling and staffing to ensure adequate coverage during peak times

Requirements: - 5+ years of experience in contact center management - Excellent communication and interpersonal skills - Strong leadership abilities and decision-making skills - Ability to adapt to change and thrive in a fast-paced environment - Experience managing a remote team is a plus - Proficiency in contact center software and technology - Bachelor's degree in business administration or a related field - Proven track record of meeting and exceeding performance targets

Personality traits: - Driven - Adaptable

Soft skills: - Decision-making - Leadership

Benefits: - Gym membership - Free food - Disability insurance

Working environment: Flourish in a culture that embraces change and responds resiliently.

Deadline to apply: 2024-05-13

Equal opportunity statement: We are an equal opportunity employer and value diversity in our workforce. We do not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.

How to apply:

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