Ecolab is seeking a dynamic and experienced Contact Center Manager to join our team in Charlotte, North Carolina. As a global leader in water, hygiene, and energy technologies and services, Ecolab is dedicated to providing clean water, safe food, abundant energy, and healthy environments.
Responsibilities:- Lead and manage the day-to-day operations of the contact center, ensuring high levels of customer satisfaction and efficiency- Develop and implement strategies to improve the overall performance of the contact center- Oversee a team of customer service representatives, providing coaching, training, and feedback to drive continuous improvement- Monitor key performance indicators and metrics to assess and improve contact center performance- Work closely with other departments to ensure seamless communication and collaboration- Handle escalated customer issues and provide resolution in a timely and professional manner- Stay up-to-date on industry trends and best practices in customer service and contact center management- Manage contact center budget and resources effectively
Requirements:- Bachelor's degree in Business Administration or related field- 8+ years of experience in contact center management or a similar role- Proven track record of driving performance improvements and delivering exceptional customer service- Strong leadership skills with the ability to motivate and develop a team- Excellent communication and interpersonal skills- Strategic planning and analytical skills- Emotional intelligence and the ability to handle difficult situations with empathy and professionalism- Proficiency in contact center technology and software- Driven and adaptable personality traits
Benefits:- Medical coverage- Joining Bonus- Life insurance
Working Environment:At Ecolab, we pride ourselves on creating a diverse and inclusive working environment that promotes collaboration on a global scale. We believe that by bringing together individuals from different backgrounds and experiences, we can achieve greater innovation and success.
Equal Opportunity Statement:Ecolab is an equal opportunity employer and does not discriminate on the basis of race, color, religion, gender, age, national origin, disability, or any other protected status. All qualified applicants will receive consideration for employment.
If you are a motivated and experienced Contact Center Manager looking to make a difference in a global company, we encourage you to apply by the deadline of July 13, 2024. Join us in our mission to create a cleaner, safer, and healthier world.How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
