Contact Center Manager - Remote Work

Massmart Holdings is seeking a Contact Center Manager to join our team on a part-time basis, working remotely from Soweto, Gauteng, ZA. As a mid-to-senior level position requiring at least 7 years of experience, the ideal candidate should be adaptable, independent, and possess strong presentation and cooperation skills.

Responsibilities: - Manage and oversee the daily operations of the contact center, ensuring high levels of customer service and satisfaction. - Develop and implement strategies to increase efficiency and effectiveness of the contact center operations. - Monitor and analyze key performance indicators (KPIs) to identify areas for improvement and drive performance. - Train, mentor, and coach contact center staff to ensure a high-performing team. - Handle escalated customer inquiries and complaints in a timely and professional manner. - Collaborate with other departments to streamline processes and improve overall customer experience. - Stay up-to-date on industry trends and best practices to continuously improve operations.

Requirements: - 7+ years of experience in a contact center or customer service management role. - Strong communication, leadership, and problem-solving skills. - Proven track record of implementing successful strategies to improve contact center performance. - Ability to work independently and adapt to changing business needs. - Bachelor's degree in Business Administration or a related field is preferred.

Benefits: - Travel opportunities for training or team-building exercises. - Company transportation for on-site visits or meetings. - Joining bonus for successful candidates. - Prioritize employee well-being through health and wellness initiatives.

Deadline to apply: June 29, 2024

Equal Opportunity Statement: Massmart Holdings is an equal opportunity employer and is committed to creating a diverse and inclusive work environment. We welcome applications from all qualified individuals, regardless of race, gender, age, religion, sexual orientation, or disability.

How to apply:

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