**Job Title:** Call Center Manager - Remote Work
**Company:** Ingredion
**Location:** Wellington, Wellington, NZ
**Job Type:** Part-Time
**Seniority:** Associate Level
**Years of Experience:** 5
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### Job Description
Ingredion is seeking a dynamic and results-oriented Call Center Manager to join our team in a remote role. As the Call Center Manager, you will play a pivotal role in leading a team of customer service representatives to deliver exceptional service to our clients and drive the success of our call center operations. This is a fantastic opportunity for an experienced professional who is passionate about creating a positive working environment while ensuring high-quality customer interactions.
### Key Responsibilities
- **Team Leadership:** Lead, mentor, and motivate a team of customer service representatives, fostering a high-performance culture. Conduct regular team meetings to communicate goals, provide feedback, and recognize achievements.
- **Performance Management:** Monitor and evaluate team performance through key performance indicators (KPIs) and service level agreements (SLAs). Conduct performance appraisals and provide constructive feedback to team members to drive improvement.
- **Strategic Planning:** Develop and execute strategies to enhance customer satisfaction and meet operational goals. Analyze call center metrics to identify trends and areas for improvement and implement actionable plans to address them.
- **Training and Development:** Design and deliver training programs to onboard new employees and upskill existing staff. Ensure the team is well-informed about products, services, and operational processes.
- **Workflow Optimization:** Assess current workflows, tools, and processes to identify opportunities for increased efficiency and effectiveness within the call center operations. Implement best practices for call handling and customer interactions.
- **Budget Management:** Assist in managing the call center budget, monitoring expenses, and ensuring cost-effectiveness in the operation of the center.
- **Customer Experience Advocacy:** Serve as the voice of the customer; collect feedback and implement strategies to continuously improve the customer experience.
- **Problem Resolution:** Handle escalated customer inquiries effectively and efficiently, ensuring timely resolution to enhance customer loyalty.
- **Collaboration:** Collaborate with cross-functional teams, including IT, Sales, and Marketing, to ensure the seamless integration of customer service operations with overall business objectives.
- **Reporting and Analysis:** Prepare and present regular reports on team performance, customer feedback, and operational metrics to senior management, providing insights and recommendations for continuous improvement.
### Requirements
- **Experience:** Minimum of 5 years of experience in a call center environment, with at least 2 years in a leadership role.
- **Education:** Bachelor's degree in Business Administration, Communications, or a related field is preferred.
- **Skill Set:**
- Proven ability to lead and inspire teams.
- Strong analytical skills to interpret performance data and develop strategic initiatives.
- Excellent communication and interpersonal skills, with the ability to build positive relationships with team members and clients.
- Familiarity with call center software and CRM systems.
- **Personality Traits:**
- Driven: Demonstrates motivation and proactive behavior in achieving goals.
- Resilient: Thrives in a challenging environment, capable of adapting to changes and overcoming obstacles.
- **Soft Skills:**
- Strategic Planning: Ability to think critically about the future direction of the team and the business.
- Time Management: Strong organizational skills with the ability to prioritize tasks effectively to meet deadlines.
### Benefits
- **Disability Insurance:** Comprehensive disability insurance to ensure your health and well-being are protected.
- **Paid Overtime:** Eligibility for paid overtime, rewarding your commitment and hard work.
- **Employee Discounts:** Access to exclusive discounts on Ingredion products and services, as well as partner offerings.
### Working Environment
Join us in a workplace designed to spark creativity and motivation, where you will find the inspiration to achieve greatness. Our remote work culture promotes flexibility and encourages collaboration, catering to your personal and professional growth.
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**Deadline to Apply:** September 29, 2024
**Equal Opportunity Statement:**
Ingredion is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, genetics, disability, age, or veteran status.How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
