Job Description: We are seeking a confident and reliable Call Center Manager to join our team at Kindred Healthcare in Nelson, NZ. As a key member of our team, you will be responsible for overseeing the daily operations of our call center, ensuring exceptional customer service and satisfaction. The ideal candidate will have at least 5 years of experience in a similar role and possess strong decision-making skills and adaptability to excel in this fast-paced environment. Responsibilities:- Manage and oversee all aspects of the call center operations, including staffing, training, and performance management- Develop and implement strategies to improve customer service and satisfaction- Monitor call center metrics and KPIs to ensure goals are met or exceeded- Identify and address any issues or concerns that arise in the call center- Collaborate with other departments to improve processes and procedures- Provide regular reports and updates to senior management on call center performance- Hire, train, and supervise call center staff to ensure a high level of professionalism and efficiency- Implement and maintain quality assurance programs to uphold company standards- Stay current on industry trends and best practices to continuously improve call center operations Requirements:- Bachelor's degree in Business Administration or a related field preferred- 5+ years of experience in a call center management role- Strong leadership and decision-making skills- Excellent communication and interpersonal abilities- Ability to adapt to a fast-paced and dynamic work environment- Proficient in call center software and Microsoft Office Suite- Experience with call center metrics and KPIs- Ability to prioritize and multitask effectively- Knowledge of healthcare industry practices and regulations preferred Benefits:- Dental insurance- Gym membership- Retirement plan Working Environment:At Kindred Healthcare, we strive to pave the way for diversity and inclusivity, creating a culture of belonging where every employee feels valued and respected. We are committed to providing a supportive and inclusive work environment where all employees can thrive and grow. Equal Opportunity Statement:Kindred Healthcare is an equal opportunity employer and considers all qualified applicants regardless of race, gender, sexual orientation, gender identity, age, disability, religion, or any other protected status. We welcome diversity and encourage all qualified individuals to apply. Deadline to apply: ******** How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
