Contact Center Manager

Alliance Data Systems is seeking a talented and experienced Contact Center Manager to join our team in Nelson, New Zealand. As a mid-to-senior level position, the ideal candidate will have at least 6 years of experience in a similar role. Responsibilities:- Oversee the daily operations of the contact center, including managing a team of agents and supervisors- Develop and implement strategies to improve efficiency and customer satisfaction- Monitor key performance indicators and ensure that service levels are met or exceeded- Handle escalated customer inquiries and complaints- Collaborate with other departments to resolve issues and improve processes- Conduct regular team meetings to provide updates and training- Create and analyze reports to identify trends and areas for improvement- Ensure compliance with company policies and procedures Requirements:- Proven experience as a Contact Center Manager or similar role- Strong leadership and communication skills- Ability to motivate and inspire a team- Knowledge of contact center technology and best practices- Independent and energetic personality traits- Excellent planning and presentation skills- Ability to work in a fast-paced environment and multitask effectively- Bachelor's degree in a related field (preferred) Benefits:- Paid overtime- Dental insurance- Profit sharing- Opportunities for professional development and advancement Working Environment:At Alliance Data Systems, we believe in continuously learning and adapting to stay ahead in a rapidly changing world. We provide a supportive and collaborative work environment where employees are encouraged to innovate and drive results. Deadline to Apply: May 14, 2024 Equal Opportunity Statement:Alliance Data Systems 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 are valued and respected.How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.