Call Center Manager

Job Description: As a Call Center Manager at Barnes & Noble in Nelson, NZ, you will be responsible for overseeing the day-to-day operations of our call center to ensure high levels of customer satisfaction. Your primary duties will include managing a team of call center agents, monitoring performance metrics, and implementing strategies to improve efficiency and quality of service. Responsibilities:1. Manage and supervise a team of call center agents, including hiring, training, and performance evaluations.2. Monitor and analyze call center metrics to identify areas for improvement and implement strategies to increase productivity and customer satisfaction.3. Develop and implement training programs to improve the skills and knowledge of call center agents.4. Handle escalated customer complaints and ensure they are resolved in a timely and satisfactory manner.5. Collaborate with other departments to ensure seamless communication and coordination between the call center and other areas of the company.6. Stay up-to-date on industry trends and best practices in call center management to continuously improve operations. Requirements:1. Minimum of 5 years of experience in call center management or a related field.2. Strong leadership skills and the ability to motivate and inspire a team.3. Excellent communication and interpersonal skills.4. Driven and independent with the ability to work well under pressure.5. Creativity and teamwork skills are essential for success in this role.6. A commitment to upholding high standards and striving for excellence in all aspects of the job. Benefits:1. Retirement plan2. Free food3. Vision insurance Working Environment:At Barnes & Noble, we strive for excellence and uphold high standards in all endeavors. Our call center is a fast-paced and dynamic environment where teamwork and creativity are valued. Deadline to Apply:April 9, 2024 Equal Opportunity Statement:Barnes & Noble is an equal opportunity employer and is committed to creating a diverse and inclusive workplace. We welcome applications from all qualified individuals regardless of race, gender, age, disability, or any other protected status.How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.