Contact Center Manager - Work from home

Job Description:

We are looking for a Contact Center Manager to work remotely for Alaska Air Group. As a Contact Center Manager, you will be responsible for managing a team of contact center representatives who provide exceptional customer service to passengers and handle inquiries, complaints, and issues related to travel bookings and flight information.

Responsibilities: 1. Manage a team of contact center representatives, including hiring, training, coaching, and performance management. 2. Develop and implement strategies to improve customer service satisfaction and operational efficiency. 3. Monitor performance metrics and analyze data to identify trends and areas for improvement. 4. Handle escalated customer issues and provide resolution in a timely and effective manner. 5. Collaborate with other departments to ensure seamless communication and coordination. 6. Develop and implement contact center policies and procedures to ensure compliance with company standards. 7. Stay up-to-date on industry trends and technologies to continuously improve contact center operations. 8. Create a positive and inclusive working environment that values diversity and encourages teamwork and collaboration.

Requirements: 1. 8 years of experience in contact center management or a related field. 2. Proven track record of effective leadership and team management. 3. Excellent communication and interpersonal skills. 4. Resilient and energetic personality traits. 5. Strong problem-solving and decision-making skills. 6. Creativity and strategic planning abilities. 7. Ability to work independently and remotely. 8. Bachelor's degree in Business Administration or a related field (preferred).

Benefits: 1. Paid overtime for extra hours worked. 2. Relocation allowance for eligible candidates. 3. Joining bonus for successful candidates.

Equal Opportunity Statement: Alaska Air Group is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive and welcoming work environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.

How to apply:

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