Contact Center Manager

Job Description:

We are looking for a talented Contact Center Manager to join our team at Spotify in Malmö, Skåne Län, SE. As a Contact Center Manager, you will be responsible for overseeing the daily operations of our contact center, ensuring that our customers receive exceptional service and support.

Responsibilities: - Manage a team of customer service representatives, providing guidance, coaching, and support to ensure high performance - Develop and implement strategies to improve overall customer satisfaction and loyalty - Monitor key performance indicators (KPIs) and metrics to track the effectiveness of customer service operations - Handle escalated customer inquiries and complaints, resolving issues in a timely and professional manner - Collaborate with other departments to improve processes and procedures related to customer service - Conduct regular performance evaluations and provide feedback to team members - Develop training programs and workshops to enhance the skills and knowledge of customer service representatives - Stay up-to-date on industry trends and best practices in customer service management

Requirements: - Bachelor's degree in Business Administration or a related field - 7+ years of experience in customer service or contact center management - Proven track record of successfully leading a team and achieving business objectives - Strong communication and interpersonal skills - Resourceful and energetic personality - Ability to prioritize tasks and manage time effectively - Proficiency in Microsoft Office and customer service software - Excellent problem-solving and decision-making abilities - Experience working with cross-functional teams - Previous experience in a fast-paced environment

Benefits: - Profit sharing - Retirement plan - Visa sponsorship

Working Environment: At Spotify, we strive to inject a sense of joy and vibrancy into the work environment. We believe in fostering a positive and collaborative workplace culture where every team member can thrive and grow.

Equal Opportunity Statement: Spotify is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law. We are committed to creating a diverse and inclusive workplace where everyone feels valued and respected.

Deadline to apply: 2024-05-08

If you meet the requirements and are excited about the opportunity to join our team as a Contact Center Manager at Spotify, we encourage you to apply before the deadline. We look forward to hearing from you!

How to apply:

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