**Job Title:** Remote Call Center Manager **Company:** Nucor **Location:** Nelson, Nelson, NZ **Job Type:** Part-Time **Seniority Level:** Associate Level **Years of Experience:** 5 --- **Job Description:** Nucor is seeking a resourceful and hardworking Remote Call Center Manager to join our team in Nelson, NZ.
As a vital member of our organization, you will play a key role in leading our call center team to deliver exceptional customer service while maintaining high-performance standards.
Your commitment to understanding and exceeding customer expectations will help to drive our success in providing industry-leading solutions.
**Key Responsibilities:** - **Team Leadership:** Oversee the daily operations of the call center, providing guidance and support to a team of customer service representatives.
Foster a positive and motivating work environment that encourages success and collaboration.
- **Performance Management:** Monitor and evaluate team performance against established KPIs.
Conduct regular performance reviews, providing constructive feedback and identifying opportunities for development.
- **Training and Development:** Develop and implement comprehensive training programs for new team members and ongoing training for existing staff.
Ensure that all team members are equipped with the necessary tools and knowledge to effectively serve customers.
- **Customer Engagement:** Handle complex customer inquiries and complaints with professionalism and empathy.
Act as an escalation point for unresolved issues, ensuring a swift resolution and maintaining customer satisfaction.
- **Quality Assurance:** Implement quality control measures to maintain high standards of customer service.
Conduct regular audits of calls and interactions, providing feedback to representatives and implementing improvements as needed.
- **Reporting and Analysis:** Generate regular reports on call center metrics, including call volume, resolution times, and customer satisfaction scores.
Analyze data to identify trends and make data-driven recommendations for operational enhancements.
- **Process Improvement:** Assess and refine call center processes to improve efficiency and effectiveness.
Collaborate with stakeholders to introduce innovative solutions that enhance the customer experience.
- **Operational Strategy:** Assist in developing operational strategies to meet business objectives.
Participate in budgeting and resource allocation discussions to ensure alignment with company goals.
- **Technology Utilization:** Stay updated on the latest technologies and best practices in call center management.
Leverage CRM systems and other tools to optimize workflows and customer interactions.
**Requirements:** - **Experience:** Minimum of 5 years of experience in call center management or a closely related field.
Proven experience in a leadership role is required.
- **Communication Skills:** Excellent verbal and written communication skills, with the ability to connect effectively with diverse teams and customers.
- **Analytical Mindset:** Strong analytical skills to interpret data and make informed decisions that drive performance improvements.
- **Innovation:** A demonstrated ability to think creatively and implement innovative solutions that enhance customer satisfaction and operational efficiency.
- **Resourceful Attitude:** Self-motivated and capable of performing independently in a remote environment.
Ability to troubleshoot issues and leverage available resources effectively.
- **Hardworking Ethics:** A strong work ethic and a commitment to meeting and exceeding performance expectations.
- **Technical Proficiency:** Familiarity with call center software, CRM systems, and remote working tools.
**Benefits:** - Gym Membership: Enjoy access to gym facilities to promote health and wellness.
- Paid Time Off (PTO): Benefit from a flexible PTO policy to support work-life balance.
- Life Insurance: Receive coverage to secure the financial well-being of you and your loved ones.
**Working Environment:** Nucor is dedicated to understanding and exceeding customer expectations.
We thrive on teamwork, open communication, and continuous improvement, all within a flexible remote work environment.
**Equal Opportunity Statement:** Nucor 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.
**Application Deadline:** ******** If you meet these qualifications and are ready to lead a dedicated team towards delivering exceptional customer service, we invite you to apply for the position of Remote Call Center Manager at Nucor.How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.