Job Description: We are looking for a dedicated and resilient Call Center Manager to join our team at Hilton in Hamilton, Waikato, NZ. As a part-time position with mid-to-senior level seniority, the Call Center Manager will be responsible for overseeing the day-to-day operations of our call center, ensuring that our team delivers exceptional customer service and meets performance targets. Responsibilities: 1. Manage and lead a team of call center agents, providing guidance, coaching, and support to ensure high levels of productivity and customer satisfaction. 2. Develop and implement strategies to improve call center operations, including optimizing processes, training programs, and performance metrics. 3. Monitor call center performance and analyze data to identify trends, issues, and opportunities for improvement. 4. Handle escalated customer complaints and issues, resolving them in a timely and professional manner. 5. Collaborate with other departments to ensure seamless communication and coordination across the organization. 6. Conduct regular performance reviews and provide feedback to team members to support their professional development and growth. 7. Create and maintain a positive and motivating work environment that encourages teamwork, innovation, and continuous improvement. 8. Stay up-to-date on industry trends and best practices in call center management to drive innovation and excellence in customer service. Requirements: 1. Bachelor's degree in Business Administration or a related field. 2. Minimum of 7 years of experience in call center management or a similar role. 3. Strong leadership skills with the ability to motivate and inspire a team. 4. Excellent communication and interpersonal skills. 5. Proven track record of meeting and exceeding performance targets. 6. Strong negotiation and strategic planning skills. 7. Ability to work in a fast-paced environment and handle multiple priorities simultaneously. 8. Proficiency in Microsoft Office and call center software. Benefits: 1. Paid overtime for additional hours worked. 2. Paid sick leave for when you need to take time off due to illness. 3. Free accommodation at select Hilton properties for business travel. Working Environment: At Hilton, we strive to cultivate an atmosphere where employees are encouraged to think and act like entrepreneurs. We value creativity, innovation, and collaboration, and we believe in empowering our team members to take ownership of their work and contribute to the success of the organization. Equal Opportunity Statement: Hilton is an equal opportunity employer and is committed to creating a diverse and inclusive workplace. We welcome applications from all qualified individuals, regardless of race, gender, age, religion, sexual orientation, or disability.How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
