**Job Title: Remote Call Center Manager** **Company:** Darden Restaurants **Location:** Dunedin, Otago, New Zealand **Job Type:** Part-Time **Seniority:** Mid-to-Senior Level **Experience Required:** Minimum of 6 years **About Us:** Darden Restaurants is a renowned leader in the dining industry, known for our commitment to quality in all aspects of our work, products, and services. We pride ourselves on delivering exceptional customer experiences and fostering a vibrant, supportive environment for our employees. **Position Overview:** We are currently seeking a dynamic and dedicated Remote Call Center Manager to oversee our call center operations from the comfort of your home. The ideal candidate will possess strong leadership skills and prior experience in call center management. This part-time role requires a commitment to ensuring our teams provide exceptional customer service while adhering to Darden's high standards. **Key Responsibilities:** - **Team Leadership:** Manage, motivate, and mentor a team of call center representatives to drive performance and foster a positive work environment. - **Performance Monitoring:** Develop and implement effective monitoring and evaluation processes to measure team performance and customer satisfaction levels. - **Training and Development:** Design and facilitate training programs to enhance team members' skills and product knowledge, ensuring familiarity with Darden's offerings. - **Strategic Planning:** Collaborate with senior management to develop and implement call center strategies that align with overall business objectives and enhance operational efficiencies. - **Quality Assurance:** Establish and uphold quality assurance protocols to ensure the delivery of consistent and exceptional customer service. - **Reporting and Analysis:** Prepare regular reports on call center metrics, identify trends, and recommend improvements to optimize processes. - **Customer Interaction:** Address escalated customer inquiries and complaints, using persuasive communication skills to resolve issues effectively and uphold customer satisfaction. - **Technology Management:** Oversee the utilization of call center management software and other technology to drive operational efficiency and improve customer interactions. - **Cross-Departmental Collaboration:** Work closely with other departments, including sales and marketing, to ensure cohesive communication and alignment on customer engagement strategies. **Requirements:** - **Experience:** Minimum of 6 years of experience in call center management or a related field, with a proven track record of leading successful teams. - **Education:** Bachelor's degree in Business Administration, Communications, or a related discipline is preferred. - **Personality Traits:** Energetic and resilient, with the ability to thrive in a fast-paced environment and remain motivated under pressure. - **Soft Skills:** Strong communication skills, with the ability to articulate thoughts clearly and persuasively. Demonstrated proficiency in conflict resolution and negotiation techniques. - **Technical Skills:** Familiarity with call center management software and CRM tools. Proficient in using Microsoft Office Suite and other relevant software. - **Remote Work:** A dedicated workspace conducive to a remote work environment with reliable internet connectivity. **Benefits:** - Free accommodation provided to eligible employees. - Company equipment (e.g., laptop, headset) supplied for remote work. - Gym membership to promote health and wellness. **Working Environment:** At Darden Restaurants, we prioritize quality in every aspect of our work, products, and services. We foster a culture that encourages creativity, teamwork, and professional growth. **Application Deadline:** To be considered for this exciting opportunity, please submit your application by ********** **. **Equal Opportunity Statement:** Darden Restaurants is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We encourage qualified individuals from all walks of life to apply.How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.