Job Description:
As a Contact Center Manager at DuPont, you will be responsible for overseeing the day-to-day operations of our contact center team, ensuring that all customer inquiries are handled promptly and efficiently. This is a full-time, work-from-home position based in Denver, Colorado, US, with a seniority level of mid-to-senior.
Responsibilities:- Manage and lead a team of contact center representatives, providing guidance, coaching, and support as needed- Develop and implement strategies to improve customer satisfaction and retention rates- Monitor key performance indicators (KPIs) and implement process improvements to optimize efficiency and effectiveness- Collaborate with other departments to ensure a seamless customer experience across all touchpoints- Handle escalated customer complaints and provide resolutions in a timely manner- Conduct regular performance evaluations and provide feedback to team members- Stay up-to-date on industry trends and best practices in customer service
Requirements:- Bachelor's degree in Business Administration, Marketing, or a related field- Minimum of 7 years of experience in a contact center or customer service management role- Strong leadership skills with the ability to motivate and inspire a team- Excellent communication and presentation skills- High level of emotional intelligence with the ability to handle difficult situations with empathy and professionalism- Adaptability to changing priorities and a fast-paced work environment
Personality Traits:- Adaptable: Able to thrive in a dynamic and ever-changing environment- Motivated: Driven to achieve results and exceed expectations
Soft Skills:- Presentation: Ability to effectively communicate ideas and information to a diverse audience- Emotional Intelligence: Ability to understand and manage your emotions and those of others
Benefits:- Training & professional development opportunities to help you grow in your career- Visa sponsorship for qualified candidates- Profit sharing to reward your contributions to the company's success
Working Environment:At DuPont, we uphold the highest standards of ethical conduct and integrity. We value diversity, inclusion, and respect for all individuals.
Deadline to Apply:Please submit your application by June 20, 2024.
Equal Opportunity Statement:DuPont is an equal opportunity employer and prohibits discrimination based on race, color, religion, sex, national origin, age, disability, or any other protected characteristic. We are committed to creating a diverse and inclusive work environment for all employees.How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
