Job Description:CH2M Hill is seeking a dynamic and experienced Online Contact Center Manager to join our team in Wellington, NZ. As a Mid-to-Senior Level position, the ideal candidate will have at least 6 years of experience in a similar role and possess a strong drive and motivation to excel in a fast-paced environment.Responsibilities:Manage and oversee the day-to-day operations of the online contact center, ensuring efficient and effective customer service delivery.Develop and implement strategies to improve customer satisfaction and retention rates.Monitor and analyze key performance indicators to identify areas for improvement and implement solutions.Lead a team of contact center agents, providing guidance, training, and support to ensure high performance levels.Collaborate with other departments to streamline processes and enhance the overall customer experience.Conduct regular performance evaluations and provide feedback to team members to drive continuous improvement.Stay up-to-date on industry trends and best practices to implement innovative solutions for the contact center.Requirements:Bachelor's degree in Business Administration or a related field.Proven experience in managing an online contact center, with a minimum of 6 years in a similar role.Strong leadership skills with the ability to motivate and inspire a team.Excellent communication and interpersonal skills.Ability to work well under pressure and meet tight deadlines.Strong strategic planning and problem-solving abilities.Proficiency in contact center software and CRM systems.Driven and motivated personality traits.Teamwork and collaboration skills.Equal opportunity statement: CH2M Hill is an equal opportunity employer and does not discriminate on the basis of race, color, religion, gender, sexual orientation, age, or disability.Benefits:Training & professional development opportunities to enhance skills and knowledge.Company equipment provided for remote work.Joining bonus for successful candidates who meet performance targets.Working Environment:At CH2M Hill, we encourage a spirit of exploration and taking calculated risks for growth. Our team values creativity, innovation, and collaboration to drive success in a dynamic and challenging industry.If you meet the requirements and are ready to take on this exciting opportunity as an Online Contact Center Manager, we encourage you to apply before the deadline on September 13, 2024.How to apply:Apply on GrabJobs and you will be notified if shortlisted for the job.
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