Contact Center Manager

Job Description:

We are seeking a dynamic and experienced Contact Center Manager to join our team at Philip Morris International in London, England, UK. As a Contact Center Manager, you will be responsible for overseeing the daily operations of our contact center, ensuring excellent customer service and satisfaction. This is a part-time position with a mid-to-senior level of seniority, requiring a minimum of 8 years of experience in a similar role.

Responsibilities: - Manage and lead a team of contact center agents to deliver exceptional customer service and meet performance targets - Develop and implement strategies to improve efficiency and productivity within the contact center - Monitor and analyze call center metrics and performance data to identify areas of improvement - Provide coaching and feedback to agents to enhance their skills and performance - Handle escalated customer issues and provide resolutions in a timely manner - Collaborate with other departments to ensure alignment and consistency in customer service - Implement quality assurance processes to maintain high standards of service delivery - Conduct regular training sessions to keep the team updated on product knowledge and best practices

Requirements: - 8+ years of experience in a contact center management role - Independent and resourceful personality traits - Strong negotiation and communication skills - Proven track record of achieving and exceeding performance targets - Ability to lead and motivate a team in a fast-paced environment - Excellent problem-solving abilities and decision-making skills - Proficiency in contact center software and systems - Bachelor's degree in business or a related field (preferred)

Benefits: - Company equipment provided - Paid Time Off (PTO) - Disability insurance - Opportunity for personal and professional growth through ongoing learning and development initiatives

Equal Opportunity Statement: At Philip Morris International, we are committed to creating a diverse and inclusive work environment where all employees are treated with respect and are given equal opportunities for personal and professional growth. We welcome applicants from all backgrounds and do not discriminate on the basis of race, gender, age, religion, sexual orientation, or disability.

Deadline to apply: 2024-07-03

If you meet the requirements and are ready to take on this exciting opportunity, we encourage you to apply and be a part of our dedicated team at Philip Morris International.

How to apply:

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