Contact Center Manager

Mondelez International is seeking a motivated and adaptable Contact Center Manager to join our team in London, England. As an Associate Level position, the ideal candidate should have at least 5 years of experience in a contact center or customer service role.

Responsibilities: - Manage and oversee the daily operations of the contact center, ensuring efficient and effective service delivery - Develop and implement strategies to improve customer satisfaction and drive continuous improvement - Monitor and analyze KPIs to track performance and identify areas for improvement - Lead and motivate a team of contact center agents, providing coaching and feedback as needed - Collaborate with other departments to ensure a seamless customer experience across all touchpoints - Handle escalated customer inquiries and complaints in a professional and timely manner - Ensure compliance with company policies and procedures, as well as industry regulations

Requirements: - Bachelor's degree in Business Administration or related field - Proven experience in a contact center management role - Strong attention to detail and ability to multitask in a fast-paced environment - Excellent leadership and communication skills - Ability to adapt to change and drive results under pressure - Proficiency in Microsoft Office suite and contact center software

Benefits: - Disability insurance - Parental leave - Employee discounts

Working Environment: Our contact center operates in a flexible environment that prioritizes agility and efficiency. Our team is dedicated to adapting quickly to changes in the industry and meeting the needs of our customers with excellence.

Equal Opportunity Statement: Mondelez International is an equal opportunity employer and values diversity in the workplace. We do not discriminate on the basis of race, religion, gender, age, sexual orientation, or any other protected status. All qualified applicants will receive consideration for employment without regard to their individual background and experiences.

Deadline to apply: 2024-05-01

If you meet the requirements and are ready to take on the challenge of leading our contact center team, we encourage you to apply and be part of our dynamic and inclusive work environment.

How to apply:

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