Job Description:
Gilead Sciences is seeking a talented individual to join our team as a Remote Contact Center Manager based in San Antonio, Texas. As a Mid-to-Senior Level professional with at least 8 years of experience in contact center management, you will be responsible for overseeing and managing the operations of our remote contact center team.
Responsibilities:- Lead, coach, and motivate a team of remote contact center agents to ensure optimal performance and customer satisfaction- Develop and implement strategies to improve efficiency, productivity, and quality within the contact center- Monitor and analyze key performance indicators (KPIs) to identify trends, address issues, and drive continuous improvement- Collaborate with other departments to ensure seamless communication and alignment of goals- Provide ongoing training and development opportunities to enhance the skills and knowledge of the contact center team- Manage day-to-day contact center operations, including scheduling, resource allocation, and escalations- Conduct regular performance reviews and provide feedback to team members to support their growth and development- Maintain a positive and collaborative working environment to promote teamwork and employee engagement- Stay up-to-date on industry trends and best practices to drive innovation and growth within the contact center
Requirements:- Bachelor's degree in Business Administration, Communication, or a related field- Proven experience in contact center management, with a minimum of 8 years in a leadership role- Strong communication, interpersonal, and organizational skills- Ability to work independently and make decisions in a fast-paced, dynamic environment- Hardworking and driven with a strong focus on achieving results- Highly adaptable and able to navigate changing priorities and requirements- Exceptional attention to detail and a commitment to quality- Proficient in Microsoft Office applications and contact center software- Experience with remote contact center operations is a plus
Benefits:- Travel opportunities- Vision insurance- Disability insurance
Equal Opportunity Statement:Gilead Sciences is an equal opportunity employer and prohibits discrimination and harassment of any kind. We are committed to creating a diverse and inclusive workplace where all employees can thrive. We encourage qualified individuals of all backgrounds to apply for this position.
If you meet the requirements and are excited about the opportunity to lead a remote contact center team in a challenging and rewarding environment, we encourage you to apply by the deadline of July 16, 2024. Join us at Gilead Sciences and be part of a team that values curiosity, innovation, and growth.How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
