Online Contact Center Manager

Job Description:

Paccar, a leading transportation technology company, is seeking an experienced Online Contact Center Manager to join our team in Geneva, Switzerland. In this part-time role at a mid-to-senior level, you will be responsible for managing our online customer service operations and ensuring the highest level of customer satisfaction.

Responsibilities: 1. Oversee the day-to-day operations of the online contact center, including managing a team of customer service representatives. 2. Develop and implement strategies to enhance the online customer experience and drive customer engagement. 3. Monitor key performance indicators (KPIs) to track the effectiveness of the online contact center and make data-driven decisions to improve performance. 4. Provide leadership and guidance to the customer service team, ensuring that they are equipped to handle customer inquiries and resolve issues effectively. 5. Collaborate with other departments, such as IT and marketing, to optimize online customer service processes and systems. 6. Stay up-to-date on industry trends and best practices in online customer service to continuously improve our operations. 7. Handle escalated customer issues and complaints, ensuring timely resolution and customer satisfaction. 8. Conduct regular training sessions for the customer service team to enhance their skills and knowledge. 9. Maintain a positive and inclusive working environment that promotes teamwork, problem-solving, and innovation.

Requirements: 1. Bachelor's degree in Business Administration, Marketing, or a related field. 2. Minimum of 7 years of experience in customer service, with at least 3 years in a managerial role. 3. Proven track record of successfully managing online contact centers and improving customer satisfaction. 4. Strong leadership and communication skills, with the ability to motivate and inspire a team. 5. Energetic and independent personality traits, with a strong ability to work under pressure. 6. Excellent problem-solving skills and a collaborative approach to teamwork. 7. Ability to embrace diversity and create an inclusive culture that values and respects all perspectives.

Benefits: - Paid Time Off (PTO) - Training & professional development opportunities - Vision insurance coverage

Equal Opportunity Statement: Paccar is an equal opportunity employer and prohibits discrimination and harassment of any kind. We are committed to creating a diverse and inclusive workplace where all employees feel valued and respected. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

How to apply:

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