Contact Center Manager

As the Contact Center Manager at Symantec in San Francisco, California, you will be responsible for leading and managing a team of contact center agents to ensure the delivery of exceptional customer service and support. This part-time position is ideal for a candidate with at least 7 years of experience in contact center management and a mid-to-senior level of seniority.

Responsibilities: - Develop and implement contact center strategies to meet and exceed key performance indicators (KPIs) - Supervise, coach, and mentor contact center agents to enhance their performance and productivity - Monitor and analyze call center metrics to identify trends and opportunities for improvement - Implement training programs to ensure agents are equipped with the necessary skills and knowledge - Collaborate with other departments to address customer service issues and enhance the overall customer experience - Maintain a positive and supportive work environment for contact center agents - Handle escalated customer inquiries and complaints in a timely and professional manner - Conduct performance evaluations and provide feedback to contact center agents - Stay current on industry trends and best practices in contact center management - Adhere to company policies and procedures related to contact center operations

Requirements: - Bachelor's degree in Business Administration or a related field preferred - 7+ years of experience in contact center management - Strong leadership and communication skills - Hardworking and driven personality traits - Strategic planning and attention to detail soft skills - Knowledge of contact center technology and systems - Ability to work in a fast-paced and dynamic environment - Proficiency in Microsoft Office Suite - Experience with customer relationship management (CRM) software is a plus

Benefits: - Vision insurance - Company transportation - Paid sick leave

Working Environment: At Symantec, we promote work-life balance and employee well-being. Our contact center managers are encouraged to take advantage of flexible work arrangements and wellness programs to support their physical and mental health.

Equal Opportunity Statement: Symantec is an equal opportunity employer and does not discriminate on the basis of race, color, religion, gender, age, national origin, disability, or any other protected status. We welcome and encourage diversity in the workplace. All qualified candidates are encouraged to apply by the deadline of June 25, 2024.

How to apply:

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