Contact Center Manager

Job Description: Essendant is seeking a talented and experienced Contact Center Manager to join our team in London, England. As a Contact Center Manager, you will be responsible for overseeing the day-to-day operations of our contact center, ensuring high levels of customer service and productivity. This position is part-time and requires a minimum of 7 years of experience in a similar role.

Responsibilities: - Lead and manage a team of contact center agents to achieve performance targets and objectives - Develop and implement strategies to improve customer service and satisfaction - Monitor and analyze key performance indicators to identify areas for improvement - Provide coaching and feedback to agents to help them achieve their goals - Collaborate with other departments to ensure seamless communication and processes - Handle escalated customer complaints and resolve issues in a timely manner - Conduct regular performance evaluations and provide training as needed - Stay up-to-date with industry trends and best practices to drive innovation and efficiency - Maintain accurate records and reports for management review

Requirements: - 7+ years of experience in a contact center management role - Proven track record of achieving targets and improving customer satisfaction - Strong leadership skills with the ability to motivate and inspire a team - Excellent communication and interpersonal abilities - Resourceful and confident decision-maker - Ability to work effectively in a fast-paced and dynamic environment - Team player with a focus on collaboration and innovation - Proficient in Microsoft Office Suite and contact center software - Bachelor's degree in Business Administration or a related field

Benefits: - Free accommodation - Retirement plan - Travel and spending expenses

Equal Opportunity Statement: Essendant is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law. We are committed to creating a diverse and inclusive workplace where all employees feel valued and respected.

If you meet the requirements and are excited about the opportunity to join a dynamic team at Essendant, please submit your application by the deadline of July 5, 2024. We look forward to reviewing your resume and discussing your potential fit for this role.

How to apply:

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