Contact Center Manager - Work from home

The Contact Center Manager at Wrapp is a crucial role responsible for overseeing the operation of our remote contact center team. As a Work from home position based in Uppsala, Uppsala Län, SE, this part-time role requires a candidate with at least 6 years of experience in a similar position. The ideal candidate is reliable, driven, possesses excellent negotiation skills, and excels in strategic planning.

Responsibilities: 1. Lead and manage a team of remote contact center representatives to ensure productivity and efficiency. 2. Develop and implement strategies to improve customer service and satisfaction ratings. 3. Monitor and analyze key performance indicators (KPIs) to drive performance improvements. 4. Provide ongoing training and development opportunities for contact center agents. 5. Collaborate with other department managers to address customer issues and provide solutions. 6. Conduct regular performance evaluations and provide feedback to team members. 7. Address escalated customer complaints and issues in a timely and professional manner. 8. Stay up-to-date on industry trends and best practices in customer service management.

Requirements: 1. Bachelor's degree in Business Administration or related field. 2. Proven experience as a contact center manager or similar role. 3. Strong leadership and communication skills. 4. Ability to work independently and manage a remote team effectively. 5. Proficiency in Microsoft Office Suite and CRM software. 6. Strong problem-solving skills and a customer-centric mindset. 7. Availability to work flexible hours as needed. 8. Experience in e-commerce or retail customer service is a plus.

Benefits: 1. Employee discounts on Wrapp products. 2. Paid Time Off (PTO) for work-life balance. 3. Company transportation provided for off-site meetings or events.

Working environment: At Wrapp, we believe in a working environment that transcends borders, promoting collaboration on a global scale. Our team members are encouraged to bring their unique perspectives and ideas to the table, fostering a culture of innovation and creativity.

Deadline to apply: 2024-05-18

Equal opportunity statement: Wrapp is an equal opportunity employer and is committed to promoting diversity and inclusion in the workplace. We do not discriminate on the basis of race, color, religion, gender, sexual orientation, age, or disability. All qualified applicants will receive consideration for employment.

How to apply:

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