Remote Contact Center Manager

We are seeking a talented Remote Contact Center Manager to join Massachusetts Mutual Life Insurance in Abu Dhabi, AE. As a Mid-to-Senior Level professional with at least 6 years of experience in contact center management, you will be responsible for overseeing our remote contact center team and ensuring exceptional customer service delivery.

Responsibilities: 1. Develop and implement contact center strategies to achieve business objectives. 2. Manage and lead a team of remote customer service agents to meet and exceed performance targets. 3. Monitor key performance indicators (KPIs) and provide regular reports to senior management. 4. Train, coach, and mentor contact center agents to ensure consistent quality service. 5. Implement efficient processes and systems to enhance productivity and streamline operations. 6. Handle escalated customer issues and resolve them in a timely and satisfactory manner. 7. Collaborate with other departments to improve overall customer experience and drive business growth. 8. Stay up-to-date on industry trends and best practices in contact center management.

Requirements: 1. Bachelor's degree in Business Administration or related field. 2. Proven experience in managing a remote contact center team. 3. Strong leadership and communication skills. 4. Reliable and energetic personality traits. 5. Adaptability and time management skills. 6. Ability to work independently and as part of a team. 7. Proficiency in Microsoft Office Suite and contact center software. 8. Excellent problem-solving abilities and attention to detail.

Benefits: - Travel opportunities - Parental leave - Life insurance

Working Environment: Join a dynamic company that pioneers change and sets industry benchmarks. Work in a collaborative and supportive environment where your contributions are valued and rewarded.

Deadline to apply: April 11, 2024

Equal Opportunity Statement: Massachusetts Mutual Life Insurance is an equal opportunity employer and is committed to providing a diverse and inclusive work environment for all employees. We do not discriminate on the basis of race, color, religion, gender, sexual orientation, age, or disability status. We welcome applicants from all backgrounds to apply for this position.

How to apply:

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