Online Contact Center Manager

The Foschini Group is seeking a dynamic and experienced Online Contact Center Manager to join our team in Pretoria, Gauteng, ZA on a part-time basis. As a Mid-to-Senior Level position, the ideal candidate will have at least 7 years of experience in the field and possess a resourceful and passionate personality.

Responsibilities: 1. Manage and oversee the day-to-day operations of the online contact center, ensuring smooth and efficient customer service. 2. Develop and implement strategies to improve customer satisfaction and retention. 3. Lead a team of contact center agents, providing guidance, training, and support as needed. 4. Monitor and analyze key performance metrics to identify areas for improvement and implement solutions. 5. Collaborate with other departments to ensure seamless communication and coordination across the organization. 6. Stay up-to-date on industry trends and best practices to continuously improve the online contact center operations. 7. Handle escalated customer complaints and issues in a timely and professional manner.

Requirements: 1. Bachelor's degree in Business Administration or related field. 2. Proven experience in a similar role, ideally in an e-commerce or retail environment. 3. Strong leadership skills with the ability to motivate and inspire a team. 4. Excellent communication and interpersonal skills. 5. Innovative thinking and problem-solving abilities. 6. Proficiency in Microsoft Office and contact center software. 7. Knowledge of customer relationship management (CRM) systems. 8. Ability to work well under pressure and manage multiple tasks simultaneously.

Benefits: 1. Retirement plan. 2. Visa sponsorship for eligible candidates. 3. Travel and spending expenses covered for work-related activities.

Working Environment: At Foschini Group, we strive for a harmonious workplace where collaboration and respect prevail. We value diversity and inclusion, and are committed to creating a positive and supportive environment for all employees.

Equal Opportunity Statement: The Foschini Group is an equal opportunity employer and does not discriminate on the basis of race, color, religion, gender, sexual orientation, age, or disability. We value diversity and inclusion in our workforce and encourage individuals of all backgrounds to apply.

Deadline to Apply: June 29, 2024

Apply now to be part of a dynamic team dedicated to providing top-notch customer service in the online retail industry!

How to apply:

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