**Job Title:** Online Call Center Manager **Company:** Invivo Wines **Location:** Dunedin, Otago, NZ **Job Type:** Part-Time **Seniority:** Mid-to-Senior Level **Years of Experience:** 8 --- ### Job Description: Invivo Wines, a dynamic and innovative wine company based in Dunedin, is seeking a dedicated and driven Online Call Center Manager to join our team. This role is crucial to our customer service strategy and focuses on managing our online call center operations, ensuring our customers receive the highest quality service. The ideal candidate will possess extensive experience in customer service management, with a proven record of achieving strategic goals and fostering a positive team culture. ### Key Responsibilities: 1. **Call Center Operations Management:** - Oversee daily operations of the online call center, ensuring workflows are efficient and customer needs are met promptly. - Implement best practices to enhance customer service quality and maintain a high level of customer satisfaction. 2. **Team Leadership:** - Recruit, train, and mentor call center staff to ensure optimal performance and professional development. - Foster a collaborative and empowering team environment, encouraging continuous improvement and innovation. 3. **Performance Monitoring:** - Establish and track key performance indicators (KPIs) to measure team productivity and service quality. - Conduct regular performance reviews and provide constructive feedback to team members. 4. **Strategic Planning:** - Develop and implement strategic plans to improve call center operations, aligning with overall company objectives. - Analyze customer trends and feedback to identify areas for improvement and implement effective solutions. 5. **Customer Relationship Management:** - Ensure all customer inquiries and issues are handled efficiently and professionally, maintaining a focus on customer engagement and retention. - Develop processes and systems to enhance the customer experience and streamline communication. 6. **Collaboration with Other Departments:** - Work closely with sales, marketing, and product development teams to ensure consistent brand messaging and customer satisfaction. - Collaborate on projects that enhance customer experience and promote Invivo's products effectively. 7. **Reporting and Analysis:** - Prepare regular reports on call center operations and customer feedback for upper management and stakeholders. - Utilize data analytics to derive actionable insights that drive decision-making and operational improvements. 8. **Compliance and Training:** - Ensure all policies and procedures comply with industry standards and legal requirements. - Organize and facilitate ongoing training sessions to keep the team updated on best practices and product knowledge. ### Requirements: - **Education:** Bachelor's degree in Business Administration, Management, or related field. - **Experience:** Minimum of 8 years in customer service management or a related field, with a preference for experience in call center operations. - **Skills:** - Strong strategic planning abilities with a focus on achieving measurable outcomes. - Exceptional attention to detail, ensuring accuracy in reporting and operational processes. - Proficient in call center software and CRM systems. - Excellent verbal and written communication skills. - **Personality Traits:** - Dedicated and driven, with a passion for delivering exceptional customer service. - Ability to thrive in a dynamic environment and navigate change seamlessly. ### Benefits: - Profit sharing opportunities based on performance. - Coverage for travel & spending expenses related to job responsibilities. - Generous parental leave policy to support your family's needs. ### Working Environment: Join a lively and evolving workplace at Invivo Wines where you will thrive in an environment that embraces change and innovation. Our culture is grounded in collaboration and continuous improvement, and we are excited to welcome leaders who share our vision. ### Application Deadline: To apply for this rewarding opportunity, please submit your application by **September 21, 2024**. --- **Equal Opportunity Statement:** Invivo Wines is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We encourage applications from individuals of all backgrounds and experiences.How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
