Online Contact Center Manager

Job Description:

Bidcorp is seeking an experienced and driven Online Contact Center Manager to join our team in Johannesburg, Gauteng, ZA. As the Online Contact Center Manager, you will be responsible for overseeing the day-to-day operations of our online contact center, ensuring a high level of customer service and satisfaction.

Responsibilities: 1. Manage a team of online customer service representatives, providing leadership, guidance, and training as needed. 2. Develop and implement strategies to improve customer service processes and procedures. 3. Monitor and analyze key performance indicators to identify areas for improvement and ensure targets are met. 4. Act as the primary point of contact for escalated customer inquiries and complaints. 5. Collaborate with other departments to ensure a seamless customer experience across all channels. 6. Maintain a positive and proactive work environment, fostering teamwork and collaboration among team members. 7. Stay up-to-date on industry trends and best practices to continuously improve the online contact center operations.

Requirements: 1. Minimum of 8 years of experience in a customer service or contact center management role. 2. Proven track record of driving results and exceeding customer satisfaction targets. 3. Excellent communication skills, both written and verbal. 4. Strong attention to detail and ability to multitask in a fast-paced environment. 5. Ability to work independently and make decisions under pressure. 6. Resourceful and able to think outside the box to solve complex problems. 7. Experience working with CRM systems and online customer service platforms. 8. Bachelor's degree in Business Administration or a related field is preferred.

Personality Traits: - Driven to succeed and exceed goals. - Resourceful in finding solutions to challenges.

Soft Skills: - Excellent communication skills. - Strong attention to detail.

Benefits: - Company transportation. - Free food. - Relocation allowance.

Working Environment: At Bidcorp, we value our employees and support them in their personal and professional development. We provide a positive and inclusive work environment where everyone is encouraged to grow and succeed.

Deadline to Apply: 2024-05-18

Equal Opportunity Statement: Bidcorp is an equal opportunity employer and does not discriminate on the basis of race, color, religion, sex, national origin, age, disability, or any other protected status. We welcome all qualified candidates to apply for this position.

How to apply:

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