Job Description:
We are looking for a highly experienced and passionate Contact Center Manager to join our team at Genuine Parts. This is a part-time, work-from-home position based in Columbus, Ohio, US. As a mid-to-senior level professional with at least 8 years of experience in contact center management, you will be responsible for managing our remote contact center operations and ensuring exceptional customer service delivery.
Responsibilities:
1. Oversee the day-to-day operations of the contact center team, including managing schedules, performance metrics, and productivity goals.
2. Develop and implement strategies to improve customer satisfaction, increase efficiency, and drive revenue growth.
3. Monitor and analyze key performance indicators to identify trends and make data-driven decisions.
4. Provide leadership, guidance, and support to a team of remote contact center agents, ensuring they are equipped to deliver high-quality customer service.
5. Collaborate with cross-functional teams to identify opportunities for process improvements and implement best practices.
6. Handle escalated customer inquiries and complaints in a timely and professional manner.
7. Conduct regular performance reviews, training sessions, and coaching to develop the skills of team members.
8. Maintain up-to-date knowledge of industry trends, customer service technologies, and best practices.
Requirements:
1. 8+ years of experience in contact center management, preferably in a remote work setting.
2. Strong leadership skills with the ability to inspire and motivate a team of remote agents.
3. Excellent communication and interpersonal skills to effectively liaise with internal and external stakeholders.
4. Adaptable and flexible to handle changing priorities and business needs.
5. Passionate about delivering exceptional customer service and exceeding performance targets.
6. Proficient in using contact center software, CRM systems, and other related tools.
7. Bachelor's degree in Business Administration, Communications, or a related field (preferred).
8. Ability to work independently and manage time effectively in a remote work environment.
9. Experience in people management, coaching, and performance evaluation.
Benefits:
1. Travel and spending expenses covered.
2. Paid sick leave.
3. Vision insurance.
4. Supportive working environment that encourages personal and professional growth.
Equal Opportunity Statement:
Genuine Parts is an equal opportunity employer and does not discriminate on the basis of race, color, religion, gender, sexual orientation, national origin, age, disability, or any other protected status. 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.
