**Job Title:** Contact Center Manager
**Company:** Weyerhaeuser
**Location:** Hamilton, Waikato, NZ
**Job Type:** Part-Time
**Seniority:** Mid-to-Senior Level
**Years of Experience:** 6
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**Job Description:**
Weyerhaeuser is seeking a dedicated and reliable Contact Center Manager to join our team in Hamilton, Waikato. This part-time role is an essential position designed to lead our contact center operations, ensuring a high level of service, performance, and customer satisfaction. The ideal candidate will have extensive experience in contact center management, a firm understanding of the industry dynamics, and a strong commitment to excellence in customer service.
**Key Responsibilities:**
- **Operational Leadership:**
- Oversee daily operations of the contact center, ensuring that performance metrics and KPIs are achieved.
- Develop and implement operational strategies and initiatives to improve overall customer satisfaction and efficiency.
- Manage scheduling, staffing, and allocation of resources to meet demand efficiently.
- **Team Management:**
- Lead, mentor, and motivate a diverse team of customer service representatives.
- Conduct regular performance reviews and provide constructive feedback to ensure continuous development and career progression of team members.
- Foster a culture of teamwork, employee engagement, and collaboration.
- **Customer Interaction Management:**
- Prioritize understanding and empathy in all customer interactions, ensuring that team members adhere to these values.
- Address complex customer inquiries or complaints effectively, providing resolutions that align with company policies and customer expectations.
- Analyze customer feedback and implement measures to improve service quality.
- **Reporting and Analysis:**
- Prepare and present regular reports on team performance, customer feedback, and operational efficiency to upper management.
- Identify trends and develop solutions to enhance customer experience and streamline operations.
- Utilize data analytics to monitor and evaluate performance metrics and drive continuous improvement initiatives.
- **Training and Development:**
- Develop and implement comprehensive training programs to equip team members with the skills and knowledge necessary to succeed.
- Stay informed on industry best practices and integrate them into training and development curriculums.
- **Collaboration with Other Departments:**
- Work closely with other departments (like sales, marketing, and IT) to ensure seamless operations and effective communication across the organization.
- Participate in cross-functional projects to drive initiatives that enhance the overall customer experience.
**Requirements:**
- **Experience:**
- Minimum of 6 years of experience in contact center management or a related field.
- Proven track record in leading teams and achieving operational goals.
- **Education:**
- Bachelor's degree in Business Administration, Communications, or a related field preferred.
- **Skills:**
- Strong people management and leadership abilities, with experience coaching and developing others.
- Excellent communication skills, both written and verbal.
- Proficient in customer service software, databases, and CRM systems.
- **Personality Traits:**
- Dedicated and reliable, with a strong work ethic and a commitment to service excellence.
- Strong emotional intelligence and ability to relate to team and customer needs empathetically.
- **Soft Skills:**
- Proven ability to work collaboratively within a team.
- Strong interpersonal skills and the ability to network effectively across various levels of the organization.
**Benefits:**
- Gym membership to promote health and well-being.
- Provision of necessary company equipment to ensure efficient performance.
- A competitive joining bonus upon successful onboarding.
**Working Environment:**
At Weyerhaeuser, we prioritize understanding and empathy in all interactions, ensuring every team member feels valued and empowered to contribute to our service excellence.
**Application Deadline:** ********
**Equal Opportunity Statement:**
Weyerhaeuser is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We welcome applications from individuals of all backgrounds and experiences, and we encourage you to apply regardless of your race, gender, age, sexual orientation, disability, or any other characteristic protected by law.How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
