Online Call Center Manager

Job Description:

Tetra Pak is seeking an experienced Online Call Center Manager to join our team in Malmö, Skåne Län, SE. As the Online Call Center Manager, you will be responsible for overseeing all aspects of our online call center operations, including managing a team of customer service representatives, optimizing call center performance, and ensuring exceptional customer service delivery.

Responsibilities: 1. Lead and manage a team of online customer service representatives to ensure high-quality service delivery. 2. Develop and implement call center policies and procedures to improve efficiency and customer satisfaction. 3. Monitor and analyze call center metrics to identify trends and make data-driven decisions. 4. Collaborate with cross-functional teams to address customer issues and improve overall customer experience. 5. Conduct regular performance evaluations and provide feedback to team members to drive continuous improvement. 6. Stay up-to-date on industry best practices and emerging technologies to enhance call center operations. 7. Handle escalated customer issues and resolve them in a timely manner. 8. Develop training programs for new hires and ongoing training for existing team members. 9. Manage schedules and staffing levels to ensure adequate coverage during peak hours. 10. Foster a positive and collaborative work environment that promotes employee engagement and success.

Requirements: 1. Bachelor's degree in business or a related field. 2. Minimum of 8 years of experience in call center management. 3. Strong leadership skills with the ability to inspire and motivate a team. 4. Excellent communication and interpersonal skills. 5. Ability to work independently and make decisions under pressure. 6. Proven track record of driving innovation and process improvements. 7. Emotional intelligence and the ability to handle stressful situations with compassion. 8. Reliable and dependable with a strong work ethic. 9. Equal opportunity employer: Tetra Pak is committed to creating a diverse and inclusive workplace where all employees feel valued and respected. 10. Must be located in or willing to relocate to Malmö, Skåne Län, SE.

Benefits: 1. Paid sick leave. 2. Dental insurance. 3. Company-provided equipment for remote work.

At Tetra Pak, we empower our employees to take ownership and make impactful decisions. If you are a highly motivated and experienced Online Call Center Manager looking for a rewarding opportunity, we encourage you to apply by the deadline of June 10, 2024.

Equal Opportunity Statement: Tetra Pak is an equal opportunity employer and prohibits discrimination based on race, color, religion, sex, age, national origin, disability, veteran status, sexual orientation, or any other protected characteristic. 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.