Call Center Manager - Remote Work

Job Description:

We are looking for a motivated and experienced Call Center Manager to join our team at Hess, a leading company in the telecommunications industry. This is a remote work opportunity based in Canberra, Australian Capital Territory, AU. As a Call Center Manager, you will be responsible for overseeing the operations of our call center, ensuring that our customers receive top-notch service and support.

Responsibilities:- Manage a team of call center representatives, including training, coaching, and performance evaluations- Develop and implement call center policies and procedures to ensure efficient operations- Monitor call center metrics and KPIs to identify areas for improvement and implement strategies to increase productivity and customer satisfaction- Handle escalated customer calls and provide resolution in a timely and professional manner- Collaborate with other departments to ensure seamless communication and coordination- Stay up-to-date on industry trends and best practices to drive continuous improvement in call center operations- Maintain a positive and motivating work environment for the call center team- Generate reports and analyze data to make informed decisions and recommendations to senior management

Requirements:- 8+ years of experience in call center management or a related field- Proven track record of success in leading call center teams to achieve performance goals- Excellent communication and interpersonal skills- Strong decision-making and problem-solving abilities- Ability to adapt to a fast-paced and dynamic work environment- Independent and reliable work ethic- Bachelor's degree in business administration or a related field is preferred

Benefits:- Disability insurance- Relocation allowance- Retirement plan

Working Environment:At Hess, we value diversity and inclusion, and we believe in equal opportunities for all. We foster a culture that embraces change and responds resiliently to challenges. As a member of our team, you will have the opportunity to grow and thrive in a supportive and collaborative environment.

Deadline to Apply:June 29, 2024

Equal Opportunity Statement:Hess is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.