Online Contact Center Manager

Job Description:

PVH is seeking a passionate and resourceful Online Contact Center Manager to join our team in London, England. As the Online Contact Center Manager, you will be responsible for overseeing the day-to-day operations of our online customer contact center, ensuring exceptional customer service and satisfaction.

Responsibilities: 1. Manage a team of customer service representatives, providing coaching, guidance, and support as needed. 2. Monitor and optimize contact center performance metrics, such as response time, resolution rate, and customer satisfaction. 3. Identify opportunities for process improvement and implement strategies to increase efficiency and effectiveness. 4. Collaborate with cross-functional teams to address customer issues and ensure a seamless online shopping experience. 5. Develop and implement training programs for customer service representatives to enhance their skills and knowledge. 6. Stay up-to-date on industry trends and best practices in online customer service to maintain a competitive edge. 7. Handle escalated customer inquiries and complaints in a professional and timely manner. 8. Generate reports on contact center performance and present findings to senior management.

Requirements: 1. Bachelor's degree in Business Administration or related field. 2. Minimum of 5 years of experience in customer service or contact center management. 3. Strong people management and decision-making skills. 4. Excellent communication and interpersonal abilities. 5. Proven track record of meeting and exceeding performance goals. 6. Proficiency in customer service software and CRM systems. 7. Ability to multi-task and prioritize in a fast-paced environment. 8. Knowledge of online retail industry trends and best practices. 9. Experience with e-commerce platforms is a plus.

Benefits: 1. Free food provided during work hours. 2. Profit sharing opportunities. 3. Employee discounts on PVH products. 4. Opportunity to work in a supportive and inclusive environment that aligns work with a greater purpose.

Equal Opportunity Statement: PVH is an equal opportunity employer and is committed to creating a diverse and inclusive workplace. We celebrate diversity and are dedicated to providing equal opportunities for all employees and applicants.

How to apply:

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