**Job Title: Call Center Manager** **Company: W.R. Berkley** **Location: Dunedin, Otago, NZ** **Job Type: Part-Time** **Seniority: Mid-to-Senior Level** **Years of Experience: 7** --- **Job Description:** W.R. Berkley is looking for a highly motivated and experienced Call Center Manager to join our dynamic team in Dunedin, Otago.
As a key player in our organization, you will oversee daily operations and ensure that our team provides exceptional customer service that aligns with our company goals.
This part-time position is ideal for someone who has a wealth of experience in call center management, is resilient, and is dedicated to developing their team into high-performing customer service professionals.
**Key Responsibilities:** 1.
**Team Leadership:** - Lead and mentor a team of customer service representatives, fostering a positive work environment and promoting collaboration.
- Develop performance metrics that set clear expectations for team members.
- Conduct regular one-on-one coaching sessions and group training to enhance staff performance and customer service skills.
2.
**Operational Management:** - Oversee daily call center operations, ensuring efficiency and quality in customer interactions.
- Monitor call volume trends and allocate resources effectively to meet demand.
- Implement and refine operational processes and customer service protocols to improve service quality.
3.
**Performance Analysis:** - Analyze call center metrics to identify trends and areas for improvement, generating reports for higher management.
- Track key performance indicators (KPIs) related to team productivity, customer satisfaction, and retention.
- Prepare and present actionable insights based on data analysis to the executive team.
4.
**Customer Experience:** - Ensure that customer service representatives properly address customer needs and resolve issues in a timely manner.
- Develop strategies to enhance customer experience through feedback and quality assurance programs.
- Establish a customer-centric culture, prioritizing customer satisfaction in all interactions.
5.
**Training and Development:** - Identify skill gaps within the team and develop relevant training programs to enhance employee skills and performance.
- Stay informed on industry best practices and customer service innovations, sharing insights with the team.
- Foster a culture of continuous improvement, encouraging team members to contribute ideas for enhancing the caller experience.
6.
**Administrative Duties:** - Manage scheduling, staffing, and resource allocation to ensure adequate coverage.
- Oversee compliance with company policies and procedures, including adherence to health and safety regulations.
- Collaborate with other departments to align call center strategies with overall company objectives.
**Requirements:** - **Experience:** Minimum of 7 years of experience in call center management or a related role.
- **Education:** Bachelor's degree in Business Administration, Communications, or a related field preferred.
- **Personality Traits:** Must be resilient in challenging situations and dedicated to the success and development of team members.
- **Soft Skills:** Strong research skills to analyze trends and resolve issues; excellent teamwork abilities to foster collaboration within the team.
- **Technical Skills:** Proficient with call center software, CRM systems, and data analysis tools, as well as Microsoft Office Suite.
**Benefits:** - Paid Time Off (PTO) to support your work-life balance.
- Paid overtime for hours worked beyond regular schedules.
- Access to free food during team meetings and events.
- An inclusive and supportive work environment that promotes entrepreneurial thinking and innovation.
**Working Environment:** We believe in cultivating an atmosphere where employees are encouraged to think and act like entrepreneurs.
Your insights and initiatives will be valued, giving you the opportunity to contribute meaningfully to our company's success.
**Deadline to Apply:** October 5, 2024 **Equal Opportunity Statement:** W.R. Berkley is an equal opportunity employer.
We celebrate diversity and are committed to creating an inclusive environment for all employees.
We encourage applicants from all backgrounds and experiences to apply.How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
