Job Description: Performance Lab is seeking a confident and resilient Call Center Manager to join our team in Hamilton, Waikato, NZ. As a key member of our organization, the Call Center Manager will be responsible for leading a team of call center representatives to ensure the highest level of customer service and efficiency. Responsibilities:1. Manage a team of call center representatives, including hiring, training, coaching, and performance evaluations.2. Develop and implement call center policies and procedures to ensure optimal performance and efficiency.3. Monitor and analyze call center metrics to identify areas for improvement and implement strategies to enhance performance.4. Handle escalated customer calls and resolve customer complaints in a timely and professional manner.5. Collaborate with other departments to improve overall customer experience and drive business growth.6. Ensure compliance with company policies and industry regulations.7. Conduct regular team meetings to communicate goals, expectations, and updates.8. Develop and implement training programs to enhance the skills and knowledge of call center representatives.9. Manage call center budget and expenses to meet financial targets.10. Stay updated on industry trends and best practices to drive continuous improvement. Requirements:1. Bachelor's degree in business management or a related field.2. Minimum of 5 years of experience in call center management.3. Excellent leadership and communication skills.4. Strong time management and project management abilities.5. Proven track record of achieving targets and driving team performance.6. Ability to work under pressure and handle difficult situations effectively.7. Proficiency in call center software and Microsoft Office suite.8. Able to work flexible hours as needed. Benefits:1. Company transportation provided for commuting to and from work.2. Company-provided equipment for job-related tasks.3. Paid sick leave for medical emergencies. Working Environment:At Performance Lab, we strive to cultivate leaders who foster inclusivity and mentorship. Our work environment is supportive, collaborative, and focused on professional growth and development. Equal Opportunity Statement:Performance Lab is an equal opportunity employer and is committed to building a diverse and inclusive workforce. We welcome applications from all qualified individuals, regardless of gender, race, ethnicity, age, disability, sexual orientation, religion, or any other characteristic protected by law.How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
