Online Contact Center Manager

Online Contact Center Manager
Monsanto–Christchurch, South Island
Full time
About 5 hours ago, from GrabJobs
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**Job Title:** Online Contact Center Manager

**Company:** Monsanto

**Location:** Christchurch, Canterbury, NZ

**Job Type:** Full-Time

**Seniority:** Associate Level

**Years of Experience:** 5

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### Job Description:

Monsanto is seeking an enthusiastic and dynamic Online Contact Center Manager to lead our customer support team in Christchurch, Canterbury. In this role, you will play a pivotal part in enhancing customer satisfaction and ensuring operational excellence. You will oversee the day-to-day operations of the online contact center while cultivating a vibrant and joyful work environment.

This is a fantastic opportunity for an individual who is passionate and energetic about improving customer experience and driving team performance.

#### **Key Responsibilities:**

1. **Team Leadership:** - Recruit, train, and mentor a team of customer service representatives. - Foster a positive team culture that promotes collaboration, innovation, and a sense of joy in the workplace. - Conduct regular performance evaluations and implement professional development plans for team members.

2. **Operational Management:** - Oversee day-to-day operations of the online contact center, ensuring adherence to performance metrics and service level agreements (SLAs). - Develop and implement strategies to enhance efficiency and optimize workflow. - Monitor and report on key performance indicators, customer feedback, and service trends.

3. **Customer Experience Enhancement:** - Analyze customer interactions and feedback to identify areas for improvement. - Develop and implement customer engagement initiatives that drive satisfaction and loyalty. - Address escalated customer issues with empathy and tact, ensuring resolution and proactive follow-up.

4. **Technology and Systems Management:** - Collaborate with IT teams to maintain and enhance contact center technology and tools. - Stay updated on industry best practices and emerging technologies to recommend improvements.

5. **Data Analysis and Reporting:** - Conduct detailed analysis of contact center data to identify performance trends and areas of concern. - Prepare comprehensive reports for executive leadership outlining strengths, weaknesses, and recommendations for improvement.

6. **Stakeholder Engagement:** - Work closely with cross-functional teams including marketing, product management, and sales to align customer service initiatives with overall business goals. - Engage with external vendors and partners to maintain service quality and operational consistency.

7. **Quality Assurance:** - Implement quality evaluation processes to ensure high standards of service delivery. - Provide ongoing coaching and feedback to team members based on quality assessments to enhance overall performance.

#### **Qualifications:**

Education:** Bachelor's degree or equivalent work experience. Experience:** Minimum of 5 years in a customer service or contact center environment, with at least 2 years in a supervisory or management role. Skills:**

Strong analytical skills with a proven ability to interpret data and make informed decisions.
Exceptional persuasion and negotiation skills, with the ability to influence outcomes positively.

#### **Personality Traits:**

- **Passionate** about customer service and driving team motivation. - **Energetic** with a positive attitude and the ability to inspire others.

#### **Benefits:**

- Competitive salary with performance-based incentives. - Gym membership to support your health and wellness. - Comprehensive medical coverage to meet your health needs. - Exciting travel opportunities for professional development and exposure.

#### **Working Environment:**

At Monsanto, we believe in fostering a joyful and vibrant work environment. You will be surrounded by a team that values collaboration, creativity, and inclusivity, making every day at work engaging and fulfilling.

#### **Application Deadline:**

- Please submit your application by **October 2+, 2024**.

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**Equal Opportunity Statement:**

Monsanto is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We encourage applications from all qualified individuals without regard to race, color, religion, gender, gender identity or expression, ****** orientation, national origin, genetics, disability, age, or any other characteristic protected by law.

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Join us at Monsanto and help us create a better and more sustainable world! We look forward to your application.

How to apply:

Apply on GrabJobs and you will be notified if shortlisted for the job.