Call Center Manager

Job Description:

CarMax is seeking a dedicated and passionate Call Center Manager to join our team in Zurich, Kanton Zurich, CH. As a part-time Associate Level position with a minimum of 5 years of experience, the Call Center Manager will be responsible for overseeing the daily operations of our call center, ensuring efficiency, productivity, and customer satisfaction.

Responsibilities: 1. Manage and lead a team of call center representatives, providing guidance, training, and support as needed. 2. Develop and implement policies and procedures to improve call center operations and enhance overall performance. 3. Monitor call center metrics and KPIs to track progress and identify areas for improvement. 4. Handle escalated customer complaints and inquiries, working to resolve issues in a timely and professional manner. 5. Collaborate with other departments to address customer needs and ensure a seamless customer experience. 6. Conduct regular performance evaluations and provide feedback to team members to drive continuous improvement. 7. Maintain knowledge of industry trends and best practices to stay current in the field of call center management.

Requirements: 1. Bachelor's degree in Business Administration or a related field preferred. 2. Proven experience in call center management, with a minimum of 5 years of experience. 3. Strong planning and leadership skills to effectively manage a team and drive results. 4. Excellent communication and interpersonal skills to interact with team members and customers. 5. Ability to work in a fast-paced environment and prioritize tasks to meet deadlines. 6. Proficiency in Microsoft Office and call center software applications. 7. Ability to adapt to change and implement new strategies to improve call center performance.

Benefits: 1. Gym membership 2. Training & professional development opportunities 3. Employee discounts on CarMax products and services

Equal Opportunity Statement: CarMax is an equal opportunity employer and is committed to providing a diverse and inclusive work environment for all employees. We welcome applicants of all backgrounds and do not discriminate on the basis of race, gender, religion, sexual orientation, or any other protected status.

How to apply:

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