**Job Title:** Online Contact Center Manager **Company:** Waste Management **Location:** Dunedin, Otago, NZ **Job Type:** Part-Time **Seniority Level:** Associate Level **Years of Experience Required:** 5 **Overview:** Waste Management is seeking a driven and hardworking individual to join our team as an Online Contact Center Manager.
In this pivotal role, you will oversee the daily operations of our online contact center, ensuring we deliver high-quality customer service and maintain efficient workflows.
The ideal candidate should possess a blend of creativity and strategic planning skills to enhance our service offerings and manage a talented team.
This position is designed for an individual who is passionate about leadership in inclusive environments and seeking to foster mentorship among team members.
**Responsibilities:** - Lead, manage, and develop a team of online customer service representatives, ensuring they provide exceptional service and support to our clients.
- Strategize and implement best practices for online contact center operations to optimize customer satisfaction and operational efficiency.
- Monitor key performance indicators (KPIs) and analyze performance data to identify trends, areas for improvement, and training needs.
- Foster a culture of inclusivity and mentorship within the team, providing guidance, feedback, and support to team members for their professional growth.
- Collaborate with senior management to set goals, develop strategic plans, and execute initiatives that align with the company's objectives.
- Design and implement engagement strategies to enhance team morale and retention while ensuring alignment with company values.
- Create and manage schedules to ensure adequate coverage for peak times, while maintaining a balance between service level goals and employee well-being.
- Handle escalated customer inquiries and complaints promptly and effectively, maintaining a satisfaction-oriented approach.
- Stay current with industry trends and emerging technologies to implement innovative solutions that enhance customer interaction and service delivery.
- Create training materials and conduct training sessions to elevate team capabilities in product knowledge, customer engagement, and problem-solving.
- Oversee the utilization of tools and platforms to support efficient communication and customer service delivery within the online contact center.
- Prepare and present regular reports on team performance, customer feedback, and operational challenges to senior management for review and action.
**Requirements:** - A minimum of 5 years of experience in contact center management or a related field, with a strong emphasis on online customer service.
- Proven ability to lead and motivate a remote team effectively, fostering an inclusive and productive work environment.
- Demonstrated strategic planning skills, with experience in developing, implementing, and evaluating operational strategies.
- Strong analytical skills, with the ability to interpret data and make data-driven decisions to enhance customer service experiences.
- Excellent interpersonal and communication skills, with the capability to build relationships with a diverse range of individuals.
- Creative problem-solving abilities and the capacity to think outside the box when addressing challenges.
- Proficiency in customer service software and online communication tools is preferred.
- Must be able to work flexible hours, including evenings and weekends as necessary to meet operational needs.
- A degree in business management, communications, or a related field is preferred but not required.
**Personality Traits:** - Driven: Motivated to achieve personal and professional goals, with a focus on excellence in customer service.
- Hardworking: Committed to fulfilling responsibilities with tenacity and dedication, going the extra mile to achieve success.
**Soft Skills:** - Creativity: Ability to approach problems and processes innovatively, contributing fresh ideas for improvement.
- Strategic Planning: Strong organizational skills, with the ability to think long-term and prioritize initiatives effectively.
**Benefits:** - Company transportation for business-related travel.
- Profit-sharing opportunities that reward team and company successes.
- Vision insurance to support your health and well-being.
**Working Environment:** At Waste Management, we cultivate leaders who foster inclusivity and mentorship.
We embrace diversity in our workforce and are committed to creating an environment where everyone can feel valued and supported.
**Application Deadline:** Please submit your application by **September 20, 2024**.
**Equal Opportunity Statement:** Waste Management is an equal opportunity employer.
We celebrate diversity and are committed to creating an inclusive environment for all employees, regardless of race, religion, gender, sexual orientation, age, disability, or any other characteristic protected by law.
We encourage qualified applicants from all backgrounds to apply.How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
