Contact Center Manager

Job Description:

As a Contact Center Manager at G5 Entertainment, located in Malmö, Skåne Län, SE, you will be responsible for overseeing all aspects of our contact center operations. This includes managing a team of contact center representatives, ensuring excellent customer service, and implementing strategies to improve efficiency and productivity.

Responsibilities: 1. Lead and motivate a team of contact center representatives to achieve customer service goals and targets. 2. Develop and implement contact center policies and procedures to ensure efficient operations. 3. Monitor and analyze key performance indicators (KPIs) to identify areas for improvement and implement strategies to increase customer satisfaction and productivity. 4. Provide coaching and training to contact center representatives to enhance their skills and knowledge. 5. Collaborate with other departments to ensure smooth communication and coordination between teams. 6. Handle escalated customer inquiries and complaints in a professional and timely manner. 7. Conduct regular performance evaluations and provide feedback to contact center staff. 8. Prepare reports and present findings to upper management. 9. Stay up-to-date on industry trends and best practices in customer service.

Requirements: 1. Bachelor's degree in Business Administration or related field. 2. Minimum of 6 years of experience in contact center management. 3. Strong leadership and interpersonal skills. 4. Excellent communication and presentation skills. 5. Passionate and driven individual who can motivate and inspire team members. 6. Ability to work cooperatively with others in a fast-paced environment. 7. Strong analytical and problem-solving skills. 8. Knowledge of customer service software and tools. 9. Flexibility to work evenings and weekends as needed.

Benefits: 1. Paid Time Off (PTO) 2. Joining Bonus 3. Medical coverage

Working Environment: At G5 Entertainment, we value work-life balance and prioritize employee well-being. Our office culture promotes collaboration, creativity, and personal growth. We believe in creating a positive and inclusive work environment where employees can thrive.

Deadline to Apply: May 8, 2024

Equal Opportunity Statement: G5 Entertainment is an equal opportunity employer and does not discriminate on the basis of race, color, religion, gender, age, national origin, disability, sexual orientation, or any other protected characteristic. We are committed to building a diverse and inclusive workforce.

How to apply:

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