Contact Center Manager

Job Description:

We are seeking a Contact Center Manager to join our team at Mondi Group in Johannesburg, Gauteng. As a Contact Center Manager, you will be responsible for overseeing the day-to-day operations of our contact center, ensuring that our customer service representatives are providing the highest level of service to our customers.

Responsibilities: 1. Manage and lead a team of customer service representatives, including hiring, training, and performance management. 2. Develop and implement strategies to improve customer satisfaction and retention. 3. Analyze data and trends to identify opportunities for process improvements. 4. Monitor and analyze key performance indicators to ensure targets are met. 5. Implement and maintain quality assurance programs to ensure consistent, high-quality service. 6. Collaborate with other departments to ensure a seamless customer experience. 7. Develop and maintain a positive and motivating work environment for the team.

Requirements: 1. 7+ years of experience in a contact center management role. 2. Strong leadership and communication skills. 3. Adaptable and driven personality traits. 4. Ability to work well in a team environment. 5. Strong analytical skills. 6. Prior experience in remote work environments. 7. Bachelor's degree in Business Administration or related field. 8. Knowledge of contact center technologies and systems.

Benefits: - Training & professional development opportunities - Free accommodation for part-time employees - Remote work flexibility - Health and wellness initiatives to prioritize employee well-being

Equal Opportunity Statement: Mondi Group is an equal opportunity employer and does not discriminate on the basis of race, color, religion, gender, sexual orientation, age, national origin, disability, or any other basis protected by law. All qualified candidates are encouraged to apply.

If you meet the requirements for this position and are interested in joining our team, please submit your application by the deadline of 2024-05-28. We look forward to hearing from you.

How to apply:

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