Harman International Industries, Inc – Dunedin, South Island Job Title: Remote Contact Center Manager Company: Harman International Industries Location: Dunedin, Otago, NZ Job Type: Part-Time Seniority: Mid-to-Senior Level Years of Experience: 6 --- Job Description Harman International Industries is seeking a dedicated and experienced Remote Contact Center Manager to lead our dynamic customer support team.
This part-time position involves managing contact center operations, enhancing customer experience, and driving team performance from the comfort of your home.
The ideal candidate will thrive in a remote working environment and possess a passion for delivering exceptional customer service.
Key Responsibilities Operational Management - Oversee day-to-day operations of the remote contact center, ensuring optimal performance in customer service delivery.
- Develop, implement, and monitor contact center policies and procedures to improve efficiency and customer satisfaction.
- Analyze performance metrics and key indicators to inform decision-making and enhance operation strategies.
Team Leadership and Development - Lead, mentor, and manage a team of remote customer service representatives, fostering a culture of motivation, team spirit, and accountability.
- Conduct regular performance reviews, providing constructive feedback and developing growth plans for team members.
- Organize training sessions and onboarding programs to ensure all staff are equipped with the necessary skills and knowledge to perform their roles effectively.
Customer Experience Enhancement - Collaborate with other departments to gather customer feedback, identifying opportunities for service improvement and innovation.
- Address complex customer issues and provide timely solutions to enhance satisfaction and loyalty.
- Establish and maintain key performance indicators (KPIs) for customer satisfaction and team performance, regularly reporting to upper management.
Strategic Planning - Contribute to the strategic planning of contact center operations, identifying areas for process improvement and expansion.
- Stay informed about industry trends and best practices, leveraging this knowledge to recommend strategies for operational efficiency.
- Use data analytics to assess performance and propose data-driven decisions that positively impact business outcomes.
Budget Management - Assist in managing the contact center budget, ensuring resources are allocated efficiently to meet operational needs.
- Identify areas for cost savings while maintaining service quality and customer satisfaction.
Requirements Experience: - Minimum of 6 years of experience in contact center operations, with at least 2 years in a management role.
- Proven track record in remote team leadership and performance management.
Skills: - Strong critical thinking abilities, capable of making informed decisions in high-pressure situations.
- Excellent leadership skills, with a focus on team empowerment and development.
Personal Traits: - Passionate about driving customer satisfaction and team success.
- Independent and self-motivated, able to thrive in a remote working environment.
Other Requirements: - Mastery of contact center software and technologies.
- Excellent verbal and written communication skills.
- Strong organizational and multitasking abilities.
Benefits Profit Sharing: Participate in the company's profit-sharing program, rewarding your hard work and contributions.
Training & Professional Development: Access to continuous learning opportunities to advance your career.
Gym Membership: Complimentary gym membership to promote overall well-being.
At Harman International Industries, we value and encourage autonomy and independence, trusting our employees to excel in their roles.
We believe in fostering a supportive working environment where every team member can thrive, contribute, and grow.
Application Deadline Please submit your application by October 27, 2024 .
--- Equal Opportunity Statement Harman International Industries is an equal opportunity employer.
We celebrate diversity and are committed to creating an inclusive environment for all employees.
We encourage applicants from all walks of life to apply.
How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
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