Contact Center Manager

Job Description:Toys "R" Us is seeking a part-time Contact Center Manager to join our team in Wellington, NZ. As a mid-to-senior level position, the Contact Center Manager will be responsible for overseeing the day-to-day operations of our contact center, ensuring that our customers receive the highest level of service and support.Responsibilities:Manage a team of contact center representatives, including hiring, training, and performance managementDevelop and implement contact center policies and procedures to ensure efficiency and effectivenessMonitor and analyze contact center metrics to identify areas for improvement and implement solutionsHandle escalated customer inquiries and complaints in a timely and professional mannerCollaborate with other departments to ensure a seamless customer experience across all channelsStay up-to-date on industry trends and best practices in contact center managementRequirements:8 years of experience in contact center managementAdaptable and reliable personality traitsStrong time management and critical thinking skillsExcellent communication and interpersonal skillsAbility to work in a fast-paced environment and handle multiple tasks simultaneouslyProficiency in Microsoft Office and contact center softwareBachelor's degree in Business Administration or a related field preferredBenefits:Paid overtimePaid sick leaveCompany transportationWorking Environment:At Toys "R" Us, we embrace diversity and create an inclusive culture that values and respects all perspectives. We believe in providing equal opportunities for all employees and creating a supportive work environment where everyone can thrive.Deadline to Apply: September 9, 2024Equal Opportunity Statement:Toys "R" Us is an equal opportunity employer and does not discriminate on the basis of race, color, religion, gender, sexual orientation, gender identity, national origin, age, disability, or any other protected status. We are committed to creating a diverse and inclusive workplace where all employees feel valued and respected.How to apply:Apply on GrabJobs and you will be notified if shortlisted for the job.
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