Contact Center Manager - Remote Work

Job Description:

Masco, a leading home improvement and building products company, is seeking a Contact Center Manager to join our team in a remote work capacity. As a Contact Center Manager, you will be responsible for overseeing a team of customer service representatives who handle inbound and outbound calls, emails, and live chat interactions.

Responsibilities: - Lead and manage a team of contact center agents to ensure high levels of customer satisfaction and performance metrics are met - Develop and implement strategies to improve efficiency and effectiveness of the contact center operations - Monitor and analyze key performance indicators (KPIs) to identify trends and make data-driven decisions - Provide coaching, training, and development opportunities for team members - Handle escalated customer inquiries and resolve issues in a timely and professional manner - Collaborate with other departments to ensure a seamless customer experience across all channels - Stay up-to-date on industry best practices and technology advancements to continually improve contact center operations

Requirements: - Bachelor's degree in Business Administration, Communications, or a related field - Minimum of 8 years of experience in a contact center or customer service management role - Excellent communication skills, both verbal and written - Strong leadership abilities with a focus on teamwork and collaboration - Emotional intelligence to effectively manage and motivate a diverse team - Proven track record of meeting and exceeding performance goals - Resilient and hardworking with the ability to thrive in a fast-paced environment - Proficiency in Microsoft Office Suite and contact center software - Commitment to providing exceptional customer service

Benefits: - Disability insurance - Vision insurance - Company equipment provided for remote work

Working Environment: At Masco, we embrace a culture that challenges norms and encourages bold thinking. As a Contact Center Manager, you will have the opportunity to make a significant impact on our customers' experiences and drive positive change within the organization. Join us in creating a dynamic and inclusive work environment where your voice is heard and valued.

Deadline to Apply: July 12, 2024

Equal Opportunity Statement: Masco is an equal opportunity employer and prohibits discrimination and harassment of any kind. We are committed to building a diverse and inclusive workforce and welcome applications from all qualified individuals, regardless of race, gender, age, religion, disability, sexual orientation, or national origin.

How to apply:

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