Contact Center Manager

Job Description:

Mercedes-Benz is seeking a motivated and resilient Contact Center Manager to join our team in London, England. As a part-time Associate Level position with a requirement of 5 years of experience, the Contact Center Manager will be responsible for overseeing the day-to-day operations of our contact center, ensuring a high level of customer service and satisfaction.

Responsibilities: 1. Manage a team of contact center agents, providing guidance, support, and feedback to ensure excellent customer service. 2. Monitor and analyze key performance indicators (KPIs) to identify areas for improvement and implement strategies to increase efficiency and productivity. 3. Develop and implement training programs to ensure that contact center agents are equipped with the necessary skills and knowledge to effectively handle customer inquiries and concerns. 4. Collaborate with other departments to address customer issues and provide timely resolutions. 5. Ensure compliance with company policies and procedures, as well as regulatory requirements. 6. Proactively identify trends and opportunities for innovation in customer service delivery. 7. Maintain accurate records and prepare reports on contact center performance.

Requirements: 1. 5 years of experience in a contact center or customer service management role. 2. Strong leadership and communication skills. 3. Ability to motivate and inspire a team towards achieving company goals. 4. Excellent problem-solving and decision-making abilities. 5. Proficiency in Microsoft Office and contact center software. 6. Strong cooperation and innovation skills.

Benefits: - Profit sharing - Vision insurance - Company equipment

Working Environment: At Mercedes-Benz, we encourage autonomy and independence, trusting our employees to excel in their roles. We provide a supportive and inclusive work environment where employees can thrive and grow professionally.

Deadline to apply: 2024-07-22

Equal Opportunity Statement: Mercedes-Benz is an equal opportunity employer and is committed to diversity in the workplace. We do not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or veteran status. All qualified applicants will receive consideration for employment.

How to apply:

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