Contact Center Manager

Job Description:

AutoZone, a leading automotive retailer in London, England, is seeking a Contact Center Manager to join our team on a part-time basis. As a Mid-to-Senior Level position, the Contact Center Manager will be responsible for overseeing the day-to-day operations of our contact center, ensuring exceptional customer service, maximizing efficiency, and driving performance improvements.

Responsibilities: 1. Manage and lead a team of contact center representatives, providing guidance, coaching, and development opportunities. 2. Monitor key performance indicators (KPIs) and implement strategies to improve call handling, customer satisfaction, and overall contact center performance. 3. Develop and implement training programs to enhance the skills and knowledge of contact center staff. 4. Collaborate with other departments to ensure seamless communication and alignment across the organization. 5. Analyze data and trends to identify areas for improvement and implement solutions to enhance operational efficiency. 6. Handle escalated customer inquiries or complaints, resolving issues in a timely and professional manner. 7. Prepare and present reports to senior management, highlighting contact center performance and proposing areas for improvement. 8. Stay informed about industry trends, best practices, and technologies to continuously enhance the contact center's operations. 9. Ensure compliance with company policies, procedures, and regulatory requirements.

Requirements: 1. Bachelor's degree in Business Administration or a related field. 2. Minimum of 6 years of experience in a contact center or customer service management role. 3. Independent and driven personality traits with a strong work ethic. 4. Excellent presentation and analytical skills. 5. Proven track record of successfully managing a contact center team and achieving performance targets. 6. Strong leadership abilities with the ability to motivate and inspire staff. 7. Ability to thrive in a fast-paced, dynamic environment. 8. Proficiency in Microsoft Office suite and contact center software.

Benefits: - Gym membership - Life insurance - Relocation allowance

Working Environment: At AutoZone, we prioritize work-life balance and employee well-being. Our contact center managers are supported in maintaining a healthy work environment while achieving their professional goals.

Equal Opportunity Statement: AutoZone is an equal opportunity employer and does not discriminate on the basis of race, color, religion, sex, national origin, age, disability, or any other characteristic protected by law. We are committed to creating a diverse and inclusive workforce where all individuals are valued and respected. Apply by the deadline of June 1, 2024, to join our dynamic team and help drive our contact center's success.

How to apply:

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