Contact Center Manager

Job Description:

Nyckel is seeking a passionate and independent Contact Center Manager to join our team in Malmö, Skåne Län, SE. This part-time role requires someone with at least 6 years of experience in a contact center or customer service management position, with a strong background in overseeing operations and driving performance.

Responsibilities: 1. Manage and oversee the daily operations of the contact center, ensuring that all customer inquiries are handled efficiently and effectively. 2. Develop and implement strategies to improve customer satisfaction and overall performance metrics. 3. Lead a team of contact center agents, providing guidance, training, and support to ensure they meet key performance indicators. 4. Monitor and analyze data to identify trends and opportunities for process improvement. 5. Collaborate with other departments to address customer issues and ensure a seamless customer experience. 6. Develop and implement quality assurance programs to ensure consistency and excellence in customer service delivery. 7. Handle escalated customer concerns and complaints in a professional and timely manner. 8. Stay up-to-date on industry trends and best practices in contact center management.

Requirements: 1. 6+ years of experience in contact center management or a related field. 2. Strong leadership and communication skills. 3. Ability to think critically and make data-driven decisions. 4. Excellent presentation skills. 5. Passion for delivering exceptional customer service. 6. Ability to work independently and in a team setting. 7. Knowledge of contact center technologies and tools. 8. Bachelor's degree in a relevant field preferred.

Benefits: - Parental leave - Vision insurance - Free food

Working Environment: At Nyckel, we encourage a culture of ongoing learning and development for personal and professional growth. We foster a supportive and inclusive work environment where employees are empowered to succeed and thrive.

Equal Opportunity Statement: Nyckel is an equal opportunity employer and values diversity in the workplace. We do not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or any other protected status. All qualified applicants will receive consideration for employment.

Deadline to apply: 2024-06-10

Are you a motivated and experienced Contact Center Manager looking for a fulfilling opportunity in the dynamic world of customer service? If so, we invite you to apply and join our team at Nyckel.

How to apply:

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