Contact Center Manager - Remote Work

Job Description:

We are seeking a Contact Center Manager to join our team at Mindler, a leading career guidance platform based in Malmö, Sweden. This is a part-time position with the opportunity for remote work. The ideal candidate will have at least 6 years of experience in a contact center environment and possess the necessary skills to effectively manage a team of customer service representatives.

Responsibilities: - Manage and oversee the daily operations of the contact center, ensuring optimal performance and customer satisfaction - Develop and implement strategies to improve efficiency and effectiveness of the contact center - Monitor performance metrics and KPIs to identify areas for improvement and implement corrective actions as needed - Provide leadership and guidance to a team of customer service representatives, including hiring, training, and performance evaluations - Foster a positive and collaborative work environment that encourages teamwork and innovation - Handle escalated customer inquiries and complaints in a professional and timely manner - Collaborate with other departments to ensure seamless communication and coordination across the organization - Stay up-to-date on industry trends and best practices to provide strategic direction for the contact center

Requirements: - 6+ years of experience in a contact center environment, with at least 3 years in a managerial role - Proven track record of successfully managing and leading a team of customer service representatives - Strong communication and interpersonal skills, with the ability to effectively interact with customers and internal stakeholders - Excellent problem-solving skills and the ability to think creatively to find solutions to complex issues - Proficiency in Microsoft Office and contact center software systems - Bachelor's degree in a related field preferred - Reliable and resilient personality traits - Strong people management and innovation skills

Benefits: - Paid sick leave - Remote work flexibility - Retirement plan - Opportunities for unlimited personal and professional growth

Equal Opportunity Statement: Mindler is an equal opportunity employer and is committed to creating a diverse and inclusive workplace. We welcome all qualified applicants regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or veteran status.

How to apply:

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