Remote Contact Center Manager

Job Description:

ASSA ABLOY, a global leader in access solutions, is seeking a part-time Remote Contact Center Manager to join our team in Uppsala, Sweden. As a Mid-to-Senior Level professional with at least 8 years of experience, you will be responsible for managing the operations and performance of our remote contact center team.

Responsibilities: 1. Develop and implement strategies to improve customer service and satisfaction levels. 2. Manage a team of remote customer service representatives, providing guidance and support as needed. 3. Monitor key performance indicators (KPIs) and analyze data to identify trends and opportunities for improvement. 4. Develop and implement training programs to enhance the skills and knowledge of the contact center team. 5. Ensure that all customer inquiries and issues are resolved in a timely and efficient manner. 6. Collaborate with other departments to improve processes and enhance the overall customer experience. 7. Stay up-to-date on industry trends and best practices to constantly improve the contact center operations. 8. Handle escalated customer complaints and issues in a professional and empathetic manner.

Requirements: 1. Bachelor's degree in Business Administration or related field. 2. Proven experience in contact center management, with a focus on remote teams. 3. Strong project management and analytical skills. 4. Excellent communication and interpersonal abilities. 5. Ability to work independently and collaborate effectively with team members. 6. Hardworking and resourceful mindset, with a commitment to achieving results. 7. Experience in developing and implementing training programs. 8. Proficiency in using contact center software and CRM systems. 9. Fluency in English (additional languages are a plus).

Benefits: - Vision insurance - Paid sick leave - Medical coverage

Working Environment: At ASSA ABLOY, we thrive in an energetic and rapidly evolving work setting. We believe in fostering a culture of collaboration, innovation, and continuous learning. As a Remote Contact Center Manager, you will have the opportunity to make a meaningful impact on our customer service operations.

Equal Opportunity Statement: ASSA ABLOY is an equal opportunity employer and is committed to diversity in the workplace. We do not discriminate based on race, gender, religion, sexual orientation, age, or any other characteristic protected by applicable laws. All qualified applicants will receive consideration for employment without regard to any of these factors.

How to apply:

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