Contact Center Manager

Job Description: Charles Schwab is seeking a part-time Contact Center Manager to join our team in London, England. As an Associate Level position requiring at least 5 years of experience, the Contact Center Manager will play a critical role in overseeing and managing the day-to-day operations of our contact center.

Responsibilities: - Lead and manage a team of contact center agents to ensure high levels of customer service and operational efficiency - Develop and implement contact center strategies to improve customer satisfaction and drive business growth - Monitor and analyze key performance indicators, such as call volume, response time, and customer satisfaction metrics - Conduct regular performance reviews and provide coaching and feedback to contact center agents - Collaborate with other departments to resolve customer issues and improve overall customer experience - Develop and implement training programs to enhance the skills and knowledge of contact center agents - Handle escalated customer complaints and ensure timely resolution - Stay up-to-date on industry trends and best practices in contact center management

Requirements: - Bachelor's degree in a related field - At least 5 years of experience in contact center management or a similar role - Strong leadership and communication skills - Ability to make sound decisions under pressure - Adaptable and motivated personality traits - Proficiency in Microsoft Office suite and contact center software - Strong analytical and problem-solving skills - Ability to work in a fast-paced environment and handle multiple tasks simultaneously - Willingness to work flexible hours, including weekends and holidays

Benefits: - Joining Bonus - Travel & spending expenses - Profit sharing

Working Environment: At Charles Schwab, we pride ourselves on our focus on exceeding customer expectations and delivering delight. Our Contact Center Manager will play a crucial role in maintaining this high standard of customer service.

Deadline to Apply: 2024-06-28

Equal Opportunity Statement: Charles Schwab is an equal opportunity employer and is committed to creating a diverse and inclusive work environment. We welcome applications from all qualified individuals regardless of race, 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.