**Job Title:** Contact Center Manager
**Company:** Phillips 66
**Location:** Philadelphia, Pennsylvania, US
**Job Type:** Part-Time
**Seniority Level:** Mid-to-Senior Level
**Years of Experience:** 7+
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### Job Description:
Phillips 66 is seeking a dynamic and experienced Contact Center Manager to join our collaborative team in Philadelphia. The right candidate will be responsible for overseeing the operations of our contact center to ensure exceptional customer service delivery and adherence to company standards. This is a part-time position that requires a strategic thinker with a passion for excellence in customer interactions and the ability to adapt in a fast-paced environment.
### Responsibilities:
- **Leadership & Team Management**:
- Lead, coach, and mentor a team of customer service representatives to ensure high-quality service delivery.
- Conduct regular performance reviews, provide constructive feedback, and facilitate ongoing training to enhance team capabilities.
- Foster a culture of continuous improvement and professional growth.
- **Operations Management**:
- Oversee daily operations of the contact center, ensuring efficient and productive workflows.
- Monitor and analyze key performance indicators (KPIs) to improve service delivery and operational efficiency.
- Develop and implement standardized processes, policies, and procedures.
- **Customer Experience**:
- Ensure exceptional customer service experience by handling escalated calls and complex customer inquiries.
- Gather customer feedback and implement strategies to enhance satisfaction and loyalty.
- Collaborate with various departments to resolve customer issues and improve overall service offerings.
- **Strategic Planning**:
- Analyze trends and performance metrics to develop actionable insights that drive improvements in service delivery.
- Contribute to the development of budget plans and forecast staffing requirements.
- Stay updated with industry best practices and technologies to enhance contact center operations.
- **Technology Utilization**:
- Manage and optimize the contact center's technology systems and software to ensure effective communication and information flow.
- Coordinate with IT teams to resolve technical issues and implement system upgrades.
- **Compliance & Reporting**:
- Ensure compliance with company policies, regulations, and industry standards.
- Prepare and present regular performance reports to senior management.
### Requirements:
- **Education & Experience**:
- Bachelor's degree in Business Administration, Communications, or a related field preferred.
- Minimum of 7 years of experience in contact center management or customer service leadership roles.
- **Personality Traits**:
- Adaptable: Ability to thrive in changing environments and effectively manage challenges.
- Passionate: A strong desire to provide outstanding customer service and lead a motivated team.
- **Soft Skills**:
- Exceptional decision-making skills with the ability to assess situations and make informed choices.
- Proficient negotiation skills to manage conflicts and reach mutually beneficial solutions.
- **Technical Skills**:
- Proficiency with contact center technology and CRM platforms.
- Strong analytical skills with a focus on data-driven decision-making.
- **Interpersonal Skills**:
- Excellent verbal and written communication skills.
- Strong leadership qualities with the ability to inspire and motivate teams.
### Benefits:
- Parental Leave
- Paid Time Off (PTO)
- Employee Discounts
### Working Environment:
At Phillips 66, we promote equality and fairness for all employees. We believe in creating an inclusive workplace where diverse ideas and perspectives are valued.
### Application Deadline:
Interested candidates are encouraged to apply by **October 19, 2024**.
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**Equal Opportunity Statement:**
Phillips 66 is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, gender identity, national origin, disability, or veteran status. We encourage applications from all individuals and particularly welcome those from underrepresented groups.How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
