Remote Call Center Manager

Job Description:

MGM Resorts International is seeking a Remote Call Center Manager to join our team in London, England. As a part-time Associate Level position, the Remote Call Center Manager will be responsible for overseeing a team of remote call center representatives, ensuring high-quality customer service, and driving performance metrics.

Responsibilities: - Manage and supervise a team of remote call center representatives, providing support, guidance, and coaching as needed - Monitor and analyze key performance metrics such as call quality, customer satisfaction, and productivity - Develop and implement strategies to improve call center operations and efficiency - Handle escalated customer inquiries and complaints, resolving issues in a professional and timely manner - Collaborate with other departments to ensure seamless communication and coordination within the call center team - Implement training programs for new hires and continued education for existing team members - Stay up-to-date on industry trends and best practices to continuously improve call center operations - Generate reports and analysis on call center performance to senior management

Requirements: - 5 years of experience in a call center management role - Proven experience managing remote teams - Strong communication and leadership skills - Resilient and confident personality traits - Excellent negotiation and persuasion skills - Ability to work independently and make decisions in a fast-paced environment - Proficiency in Microsoft Office and call center software - Bachelor's degree in Business Administration or related field preferred

Benefits: - Paid sick leave - Free accommodation - Vision insurance - Embrace creativity in a culture that values fresh ideas and inventive solutions

Equal Opportunity Statement: MGM Resorts International is an equal opportunity employer and is committed to creating a diverse and inclusive work environment. We do not discriminate on the basis of race, color, religion, gender, sexual orientation, age, national origin, disability, or any other protected status in accordance with applicable laws.

How to apply:

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