**Job Title:** Contact Center Manager - Work from Home
**Company:** AES
**Location:** Hamilton, Waikato, NZ
**Job Type:** Part-time
**Seniority:** Mid-to-Senior Level
**Years of Experience:** 8 Years
### Job Description:
AES is seeking a dynamic and experienced Contact Center Manager to join our innovative team in a part-time, work-from-home role. As the Contact Center Manager, you will play a crucial role in overseeing day-to-day operations in a contact center environment, driving strategic initiatives, and ensuring high customer satisfaction levels. Your leadership, expertise, and motivation will help foster a culture of excellence and continuous improvement within our contact center.
### Key Responsibilities:
- **Team Leadership & Management:**
- Lead and mentor a team of contact center representatives, promoting a culture of performance and accountability.
- Implement training and development programs to enhance team skills and improve customer service delivery.
- Conduct regular performance evaluations, providing constructive feedback and setting clear performance objectives for team members.
- **Operational Excellence:**
- Establish and monitor key performance indicators (KPIs) to assess the effectiveness and efficiency of contact center operations.
- Develop and implement strategies to optimize call routing, handling times, and resolution rates.
- Ensure compliance with industry regulations and company policies, maintaining high standards of operational integrity.
- **Customer Experience Enhancement:**
- Monitor customer interactions and gather feedback to identify areas of improvement.
- Collaborate with cross-functional teams to design and implement initiatives aimed at enhancing the overall customer experience.
- Use customer data and analytics to identify trends and opportunities for ongoing service improvement.
- **Resource Management:**
- Manage staffing levels, scheduling, and productivity to ensure optimal operation of the contact center.
- Coordinate technology and resource needs for the team to successfully operate in a remote environment.
- **Innovation & Strategy Development:**
- Stay abreast of industry trends and best practices, proposing innovative solutions to enhance contact center operations.
- Lead efforts to adopt new technologies and methodologies that promote innovation and improve service delivery.
- Prepare and present regular reports to senior management, outlining performance metrics, challenges, and strategic initiatives.
### Qualifications:
- Bachelor's degree in Business Administration, Management, or a related field; relevant experience may substitute for formal education.
- **Minimum of 8 years' experience** in contact center management or a similar operational leadership role.
- Proven track record of managing teams in a remote-working environment is highly preferred.
- Strong understanding of contact center software and technology.
### Required Personality Traits:
- **Motivated:** A self-starter with the drive to achieve and exceed targets, fueling innovation and growth.
- **Resourceful:** Ability to effectively utilize available resources to solve challenges and capitalize on opportunities.
### Required Soft Skills:
- **Innovation:** Circuitous thinking that fosters creativity and advances new ideas in contact center operations.
- **Communication:** Excellent verbal and written communication skills to effectively engage with team members, management, and customers.
### Benefits:
- Gym membership to promote health and wellness.
- Travel and spending expenses covered when applicable to organizational duties.
- Relocation allowance, if necessary, for the right candidate.
### Working Environment:
Join a setting that celebrates and nurtures innovation! At AES, we empower our employees to think creatively and contribute to our culture of continuous improvement. Working with us means you will have the flexibility to work from home while being part of a supportive team that values your ideas and initiatives.
### Application Deadline:
- Please submit your application by **September 24, 2024**.
### Equal Opportunity Statement:
AES is committed to creating a diverse and inclusive work environment. We encourage applications from people of all backgrounds, experiences, and identities. We believe that a diverse workforce enhances our creativity and results, making us stronger as an organization. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, gender identity, national origin, disability status, or any other characteristic protected by law.How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
