**Job Title:** Contact Center Manager
**Company:** Biomatters
**Location:** Tauranga, Bay of Plenty, NZ
**Job Type:** Part-time
**Seniority:** Mid-to-Senior Level
**Years of Experience:** 8
**Company Overview:**
Biomatters is dedicated to advancing the field of bioinformatics, providing innovative solutions that empower scientists and researchers to take on some of the world's most pressing health and environmental challenges. We are seeking a passionate Contact Center Manager to lead our customer service operations and enhance our commitment to customer satisfaction.
**Job Summary:**
As a Contact Center Manager at Biomatters, you will oversee the daily operations of the contact center, ensuring that we deliver exceptional service to our clients while aligning our work with the company's greater purpose. You will lead and inspire a team of customer service representatives, implementing best practices and optimizing our processes to enhance customer engagement.
**Key Responsibilities:**
- **Leadership & Management:** Directly manage the contact center team, providing coaching, training, and support to enhance their performance and engagement. Foster a positive and motivated work environment.
- **Operational Oversight:** Monitor day-to-day operations, including call handling, response times, and service quality. Implement efficient processes to improve workflow and productivity.
- **Customer Experience Optimization:** Develop and implement customer service strategies to enhance satisfaction levels and overall client experience. Analyze feedback and complaints to identify areas for improvement.
- **Performance Metrics:** Establish key performance indicators (KPIs) for the contact center, regularly assessing team and individual performance against these metrics. Prepare reports for senior management to track progress.
- **Quality Assurance:** Monitor calls and communications for quality and adherence to company standards. Provide constructive feedback and develop action plans for continuous improvement.
- **Technology Utilization:** Collaborate with IT to ensure that contact center technology (including CRM systems) is effectively utilized and continuously improved. Oversee software updates and training for team members.
- **Recruitment and Training:** Participate in the recruitment process, ensuring the selection of qualified candidates who align with company values. Develop and implement comprehensive training programs for new hires and ongoing training for existing staff.
- **Cross-Functional Collaboration:** Work closely with other departments (Sales, Marketing, Product Development) to ensure seamless communication and resolution of customer issues. Promote a culture of teamwork and collaboration.
- **Budget Management:** Assist in managing the contact center budget; monitor expenses and identify opportunities for cost reductions while maintaining high service quality.
- **Leave Management:** Manage scheduling and staffing to ensure adequate coverage during peak times, accommodating leave requests while maintaining service levels.
**Requirements:**
- **Experience:** Minimum of 8 years in customer service management, preferably in a contact center setting. Experience in biomedicine, bioinformatics, or related industries is an advantage.
- **Education:** Bachelor's degree in Business Administration, Communications, or related fields. Advanced degree preferred.
- **Core Competencies:**
- Motivated with the ability to inspire and lead a team effectively.
- Confident communicator, capable of fostering relationships with diverse stakeholders.
- Attention to detail in monitoring processes and enhancing service quality.
- Strong people management skills with the ability to resolve conflicts and encourage team development.
**Benefits:**
- Visa sponsorship for qualified candidates.
- Coverage for travel and spending expenses related to work engagement.
- Disability insurance for employee safety and well-being.
**Working Environment:**
At Biomatters, we strive to align our work with a greater purpose, contributing to a meaningful mission. You will have the opportunity to make a significant impact in a dynamic, supportive work environment focused on collaboration and innovation.
**Application Deadline:**
All applications must be submitted by September 19, 2024.
**Equal Opportunity Statement:**
Biomatters is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We encourage applications from candidates of all backgrounds and experiences to join our team.
If you are passionate about customer service and looking to contribute to a mission-driven company, we invite you to apply for the Contact Center Manager position and be part of our transformative journey.How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
