Job Description: Voya Financial is seeking a Contact Center Manager to join our team in Nelson, NZ.
As a Contact Center Manager, you will be responsible for overseeing the day-to-day operations of our contact center, ensuring that our team delivers exceptional customer service and meets performance targets.
This is a part-time position at the Associate Level, requiring a minimum of 5 years of experience in a similar role.
Responsibilities: - Manage and lead a team of contact center agents, providing coaching, training, and support to help them achieve their goals - Develop and implement strategies to improve customer service, increase efficiency, and drive performance - Monitor key performance indicators (KPIs) and metrics to track the success of the contact center and make data-driven decisions - Handle escalated customer inquiries and complaints, resolving issues in a timely and professional manner - Collaborate with other departments to ensure a seamless customer experience across all touchpoints - Stay up-to-date on industry trends and best practices to continuously improve the contact center operations Requirements: - Resourceful and resilient personality traits - Strong time management and strategic planning skills - Excellent communication and leadership abilities - Proven experience in managing a contact center or customer service team - Ability to analyze data and make informed decisions - Proficiency in Microsoft Office and contact center software - Bachelor's degree in Business Administration or a related field (preferred) Benefits: - Travel opportunities - Joining Bonus - Free food Working Environment: At Voya Financial, we encourage autonomy and independence, trusting our employees to excel in their roles.
We provide a supportive and collaborative work environment where your ideas and contributions are valued.
Deadline to Apply: September 6, 2024 Equal Opportunity Statement: Voya Financial is an equal opportunity employer and is committed to diversity in the workplace.
We do not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or any other protected status.
All qualified applicants will receive consideration for employment.How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
