Remote Contact Center Manager

Job Description:

Staples is seeking a dynamic Remote Contact Center Manager to join our team in Columbus, Ohio. As a Mid-to-Senior Level professional with at least 7 years of experience in contact center management, you will be responsible for overseeing our remote contact center operations and ensuring the highest level of customer service for our clients.

Responsibilities: - Manage a team of remote contact center representatives, providing guidance, support, and feedback - Develop and implement strategies to optimize performance and efficiency within the contact center - Monitor key metrics and KPIs to track performance and identify areas for improvement - Conduct regular training sessions to enhance the skills and knowledge of contact center staff - Develop and implement quality assurance processes to ensure service excellence - Handle escalated customer inquiries and complaints in a timely and professional manner - Collaborate with other departments to address customer issues and improve processes - Stay up-to-date on industry trends and best practices in contact center management

Requirements: - 7+ years of experience in contact center management - Proven track record of driving performance and meeting KPIs - Motivated and driven individual with a passion for delivering exceptional customer service - Strong presentation and decision-making skills - Excellent communication and leadership abilities - Ability to work independently and as part of a team - Proficiency in contact center software and CRM systems

Benefits: - Paid sick leave - Profit sharing - Training & professional development opportunities - Flourish in a culture that embraces change and responds resiliently

Equal Opportunity Statement: Staples is an equal opportunity employer and prohibits discrimination and harassment of any kind. We are committed to creating a diverse and inclusive workplace where all employees are valued and respected. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, age, or any other protected status.

How to apply:

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