Contact Center Manager

Job Description:

C.H. Robinson Worldwide, a global leader in logistics and transportation solutions, is seeking a dedicated and passionate Contact Center Manager to join our team in Basel, Switzerland. As a Contact Center Manager, you will be responsible for overseeing the day-to-day operations of our contact center, ensuring exceptional customer service and support for our clients.

Responsibilities: 1. Manage a team of contact center representatives, including hiring, training, and performance evaluations. 2. Develop and implement strategies to improve customer satisfaction and retention rates. 3. Monitor call center performance metrics and KPIs to ensure optimal efficiency and service levels. 4. Resolve escalated customer issues in a timely and professional manner. 5. Collaborate with other departments to optimize processes and ensure seamless communication across the organization. 6. Conduct regular evaluations and assessments to identify areas for improvement and implement necessary changes. 7. Stay up-to-date on industry trends and best practices to continuously enhance the contact center operations. 8. Serve as a mentor and leader for the contact center team, fostering a positive and collaborative work environment.

Requirements: - Bachelor's degree in Business Administration or a related field. - Minimum of 6 years of experience in contact center management. - Strong leadership and communication skills. - Excellent critical thinking and problem-solving abilities. - Ability to research and analyze data to make informed decisions. - Proficiency in CRM software and contact center technology. - Prior experience in the logistics or transportation industry is a plus.

Personality Traits: - Dedicated to providing exceptional customer service. - Passionate about leading and developing a team.

Soft Skills: - Critical thinking skills to identify and address challenges effectively. - Research skills to stay informed on industry trends and best practices.

Benefits: - Profit sharing opportunities. - Free accommodation. - Life insurance coverage.

Working Environment: At C.H. Robinson Worldwide, we strive to give back to the community through corporate social responsibility initiatives. As a Contact Center Manager, you will have the opportunity to contribute to these efforts and make a positive impact on society.

Equal Opportunity Statement: C.H. Robinson Worldwide is an equal opportunity employer and is committed to creating a diverse and inclusive workplace. We welcome and encourage applications from candidates of all backgrounds and experiences.

How to apply:

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