Job Description: We are looking for a talented Online Contact Center Manager to join our team at Xcel Energy in Nelson, NZ. As the Online Contact Center Manager, you will be responsible for overseeing all aspects of our online customer service operations, ensuring that our customers receive prompt and efficient support through various online channels. This is a full-time position at a mid-to-senior level, requiring at least 6 years of experience in a similar role. Responsibilities:- Develop and implement online customer service strategies to enhance customer satisfaction and drive positive customer experiences- Manage and lead a team of online customer service representatives, providing guidance, training, and support to ensure high levels of performance- Monitor key performance metrics and analyze data to identify areas of improvement and implement solutions to optimize online customer service operations- Collaborate with cross-functional teams to implement new technologies and tools to streamline online customer service processes- Handle escalated customer inquiries and complaints in a professional and timely manner, ensuring customer satisfaction and retention- Stay current on industry trends and best practices in online customer service to continuously improve our offerings Requirements:- Bachelor's degree in business administration, communications, or a related field- Proven experience in managing online customer service operations, with a focus on delivering exceptional customer experiences- Strong leadership and team management skills, with the ability to motivate and inspire a diverse team- Excellent communication and interpersonal skills, with a customer-centric approach to problem-solving- Resourceful and adaptable, able to thrive in a fast-paced and dynamic environment- Soft skills in adaptability and negotiation- Equal opportunity employer. We are committed to diversity and inclusion in our workplace and hiring practices. Benefits:- Life insurance- Medical coverage- Retirement plan Working Environment:At Xcel Energy, we provide an innovative and technology-driven environment where employees are encouraged to think creatively and drive efficiency through the use of cutting-edge technologies. Join us as we work towards a sustainable future together. Don't miss out on this exciting opportunity to join our team as an Online Contact Center Manager. Apply now before the deadline on April 12, 2024.How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
