Contact Center Manager - Remote Work

Job Description:

GitLab, a leading software development company, is seeking a passionate and independent Contact Center Manager to join our team on a part-time basis with remote work capabilities from London, England, UK. As a Contact Center Manager, you will be responsible for overseeing the operations of our contact center team, ensuring exceptional customer service delivery and operational efficiency.

Responsibilities: 1. Manage and lead a team of remote contact center agents, providing guidance, coaching, and support to ensure team success. 2. Develop and implement contact center processes, policies, and procedures to optimize customer service operations. 3. Monitor contact center performance metrics and KPIs to track team productivity and customer satisfaction levels. 4. Identify areas for improvement and implement strategies to enhance contact center performance and efficiency. 5. Collaborate with cross-functional teams to address customer issues and escalate complex cases as needed. 6. Conduct performance evaluations, provide feedback, and facilitate training sessions for contact center agents. 7. Stay up-to-date on industry trends and best practices in contact center management to drive continuous improvement. 8. Maintain a positive and collaborative work environment that empowers team members to excel in their roles. 9. Handle escalated customer inquiries and complaints in a professional and timely manner.

Requirements: 1. Bachelor's degree in Business Administration or a related field. 2. Minimum 6 years of experience in contact center management or customer service leadership roles. 3. Strong time management skills and the ability to prioritize tasks effectively. 4. Excellent emotional intelligence and interpersonal skills to interact with team members and customers. 5. Proven track record of delivering exceptional customer service and driving operational excellence. 6. Proficiency in contact center software and tools. 7. Ability to work independently and make sound decisions in a fast-paced environment. 8. Excellent communication skills, both written and verbal.

Benefits: - Company equipment provided for remote work - Joining bonus upon successful onboarding - Travel opportunities for team collaboration and professional development

Working Environment: At GitLab, we encourage a culture of creativity and innovation, where team members are empowered to unleash their full potential. We celebrate diversity and believe in nurturing a supportive and inclusive work environment.

Deadline to Apply: 2024-06-21

Equal Opportunity Statement: GitLab is an equal opportunity employer and is committed to creating a diverse and inclusive workplace. We welcome applications from all qualified individuals regardless of race, religion, gender, sexual orientation, age, disability, or any other characteristic protected by law.

How to apply:

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