Contact Center Manager

Job Description:

We are looking for a Contact Center Manager to join our team at Kohl’s in Zurich, Kanton Zurich, CH. As a Contact Center Manager, you will be responsible for overseeing the operations and performance of our contact center, ensuring exceptional customer service is delivered at all times. This is a part-time position with a mid-to-senior level of seniority, requiring a minimum of 8 years of experience in a similar role.

Responsibilities: - Develop and implement strategies to improve the efficiency and effectiveness of the contact center operations - Manage a team of contact center agents, providing coaching, training, and guidance to drive performance and meet KPIs - Monitor and analyze performance metrics to identify areas for improvement and implement solutions - Ensure compliance with company policies and procedures, as well as all relevant regulations - Collaborate with other departments to streamline processes and improve the overall customer experience - Handle escalated customer complaints and issues, resolving them in a timely and satisfactory manner

Requirements: - Bachelor's degree in Business Administration or related field - Previous experience in managing a contact center or customer service team - Strong leadership skills with the ability to motivate and inspire team members - Excellent communication and interpersonal skills - Passionate about delivering exceptional customer service - Able to work independently and make decisions confidently - Proficient in time management and project management - Familiarity with contact center technology and software

Benefits: - Remote work flexibility - Travel and spending expenses covered - Paid Time Off (PTO)

Working Environment: At Kohl’s, we cultivate an atmosphere where employees are encouraged to think and act like entrepreneurs, driving innovation and creativity in everything we do.

Deadline to Apply: July 7, 2024

Equal Opportunity Statement: Kohl’s is an equal opportunity employer and does not discriminate on the basis of race, color, religion, sex, national origin, age, disability, or any other characteristic protected by law. All qualified applicants will receive consideration for employment without regard to any of these characteristics.

How to apply:

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