Call Center Manager

Job Description:

Fiserv is seeking a passionate and resilient Call Center Manager to join our team in Zurich, Kanton Zurich, CH. As a part-time role at a mid-to-senior level, the Call Center Manager will be responsible for overseeing and managing the daily operations of our call center, ensuring that customer service standards are consistently met or exceeded.

Responsibilities: - Supervise and lead a team of call center representatives, providing guidance, support, and feedback to ensure optimal performance - Develop and implement effective call center strategies and procedures to improve efficiency and customer satisfaction - Monitor call center metrics and KPIs to track performance and identify areas for improvement - Handle escalated customer complaints and provide resolution in a professional and timely manner - Collaborate with other departments to address customer concerns and improve overall service delivery - Conduct regular training sessions to enhance the skills and knowledge of call center staff - Prepare and analyze reports on call center performance, presenting findings and recommendations to senior management - Stay updated on industry trends and best practices to ensure the call center remains competitive and innovative

Requirements: - Bachelor's degree in a relevant field - Minimum of 7 years of experience in a call center environment, with at least 3 years in a managerial role - Proven track record of meeting or exceeding customer service targets - Strong leadership skills with the ability to motivate and inspire a diverse team - Excellent communication and interpersonal skills - Ability to work under pressure and handle challenging situations effectively - Proficiency in call center software and CRM systems - Teamwork and negotiation skills

Benefits: - Free food provided during work hours - Paid overtime opportunities - Visa sponsorship for eligible candidates

Working Environment: At Fiserv, we strive to nurture an entrepreneurial atmosphere, even within an established organization. We encourage creativity, innovation, and collaboration, empowering our employees to take on new challenges and drive success.

Deadline to Apply: July 3, 2024

Equal Opportunity Statement: Fiserv is an equal opportunity employer and does not discriminate on the basis of race, color, religion, gender, sexual orientation, age, marital status, national origin, or disability. We are committed to creating a diverse and inclusive workplace where all employees feel valued and respected.

How to apply:

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