Contact Center Manager - Work From Home

Job Description:

SunTrust Banks is seeking a Contact Center Manager to work from home in Chicago, Illinois. This full-time position is ideal for a candidate with 7 years of experience in a contact center environment, with a mid-to-senior level of seniority. The Contact Center Manager will be responsible for overseeing a team of remote customer service representatives, ensuring high levels of customer satisfaction and operational efficiency.

Responsibilities:- Manage and lead a team of remote customer service representatives- Develop and implement strategies to improve customer service and operational efficiency- Monitor key performance indicators and provide regular reports to senior management- Conduct regular coaching and training sessions to ensure team members are equipped with the necessary skills and knowledge- Handle escalated customer inquiries and complaints in a professional and timely manner- Collaborate with other departments to address customer service issues and improve processes

Requirements:- 7 years of experience in a contact center environment- Resourceful and confident personality traits- Strong emotional intelligence and negotiation skills- Excellent communication and leadership abilities- Proficiency in Microsoft Office and customer service management software- Bachelor's degree in business administration or a related field (preferred)

Benefits:- Company-provided equipment for remote work- Travel and spending expenses covered- Life insurance coverage- Performance-based recognition and rewards

Equal Opportunity Statement:SunTrust Banks is an equal opportunity employer and does not discriminate on the basis of race, color, religion, sex, national origin, age, disability, or any other characteristic protected by applicable laws. We are committed to creating a diverse and inclusive workplace where all employees are valued and respected.How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.