Job description: Office Depot is seeking a dynamic and experienced Call Center Manager to join our team on a part-time basis, working from home in Wellington, NZ. The ideal candidate will have at least 5 years of experience in a call center environment and will possess the necessary skills and qualities to lead a team of remote customer service representatives. Responsibilities:1. Manage a team of remote customer service representatives, providing guidance, support, and feedback to ensure high performance and customer satisfaction.2. Develop and implement strategies to improve call center operations, including call monitoring, coaching, and quality assurance.3. Monitor key performance indicators such as call volume, average handle time, and customer satisfaction to identify trends and areas for improvement.4. Handle escalated customer complaints and issues in a professional and timely manner.5. Collaborate with other departments to ensure seamless communication and customer service across all channels.6. Conduct regular performance evaluations and provide ongoing training and development opportunities for team members.7. Maintain accurate records of call center activities and prepare detailed reports for management. Requirements:1. At least 5 years of experience in a call center environment, with proven leadership capabilities.2. Confident and passionate individual with strong communication and interpersonal skills.3. Ability to think critically and make sound decisions under pressure.4. Strong negotiation skills and the ability to resolve conflicts effectively.5. A proactive and results-oriented approach to work.6. Flexibility to work part-time hours and from a remote location.7. Knowledge of call center software and systems is preferred.8. Bachelor's degree in Business Administration or related field is a plus. Benefits:1. Remote work flexibility, allowing you to work from the comfort of your own home.2. Company-provided equipment, including a computer and headset.3. Medical coverage to support your health and well-being. Working environment:At Office Depot, we prioritize quality in all aspects of our work, products, and services. As a Call Center Manager, you will be expected to uphold these standards and lead your team to deliver exceptional customer service at all times. Deadline to apply: March 31, 2024 Equal opportunity statement:Office Depot is an equal opportunity employer and values diversity in the workplace. We welcome applicants from all backgrounds and do not discriminate based on race, gender, age, religion, sexual orientation, or disability.How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
