Call Center Manager

Job Description:

We are looking for a passionate and resilient Call Center Manager to join our team at Roche Holding AG in Basel, Switzerland. As a mid-to-senior level professional with at least 7 years of experience in call center management, you will be responsible for overseeing the operations of our call center, ensuring exceptional customer service and driving efficiency and productivity.

Responsibilities: 1. Manage a team of call center agents, providing leadership, guidance, and support to ensure high levels of performance and morale. 2. Develop and implement strategies to improve customer satisfaction, streamline processes, and achieve KPIs. 3. Monitor call center metrics and analyze data to identify trends and opportunities for improvement. 4. Collaborate with other departments to ensure seamless communication and coordination for customer inquiries and issue resolution. 5. Conduct regular performance reviews and provide ongoing training and development opportunities for call center staff. 6. Handle escalated customer complaints and provide solutions in a timely and professional manner. 7. Stay informed of industry trends and best practices in call center management to continuously enhance operations.

Requirements: 1. Bachelor's degree in a related field (preferred) 2. Proven experience in call center management (7+ years) 3. Strong leadership and interpersonal skills 4. Excellent communication and problem-solving abilities 5. Proficiency in call center software and CRM systems 6. Demonstrated ability to meet and exceed performance targets 7. Passion for customer service and team development

Personality Traits: passionate, resilient Soft Skills: persuasion, project management

Benefits: - Dental insurance - Parental leave - Company transportation

Working Environment: At Roche Holding AG, we encourage a spirit of exploration and taking calculated risks for growth. Our team values innovation, collaboration, and continuous learning to drive success in a fast-paced and dynamic environment.

Equal Opportunity Statement: We are an equal opportunity employer and value diversity in our workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.

How to apply:

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