Job Description:
Paccar is seeking a dynamic and experienced Contact Center Manager to join our team in Austin, Texas. As a mid-to-senior level professional with at least 7 years of experience in contact center management, you will play a crucial role in overseeing the operations of our contact center and ensuring the delivery of exceptional customer service.
Responsibilities:- Develop and implement contact center strategies to improve customer satisfaction and maximize efficiency.- Supervise a team of contact center representatives and provide guidance and support as needed.- Monitor key performance indicators and ensure that service level agreements are met.- Analyze data and trends to identify opportunities for process improvements and drive innovation.- Handle escalated customer inquiries and resolve complex issues in a timely and effective manner.- Collaborate with other departments to ensure seamless communication and alignment of goals.- Conduct regular performance evaluations and provide ongoing coaching and training to team members.- Stay abreast of industry trends and best practices to continuously enhance the contact center operations.- Drive a culture of excellence, collaboration, and continuous improvement within the contact center team.
Requirements:- Bachelor's degree in Business Administration or a related field.- Proven track record of at least 7 years in contact center management, with a focus on delivering outstanding customer service.- Strong leadership skills with the ability to motivate and inspire a team.- Excellent communication and interpersonal abilities.- Driven and passionate about driving results and exceeding goals.- Skilled in negotiation and innovation to drive positive change.- Experience with contact center technology and tools.- Ability to thrive in a fast-paced environment and adapt to changing priorities.- Knowledge of contact center metrics and performance management.- Strong problem-solving skills and attention to detail.
Benefits:- Gym membership- Paid sick leave- Free food
Working Environment:At Paccar, we value diversity and inclusivity. We encourage curiosity and questioning to fuel innovation and growth. Our team is dedicated to creating a supportive and collaborative environment where all team members can thrive and reach their full potential.
Deadline to Apply: May 23, 2024
Equal Opportunity Statement:Paccar is an equal opportunity employer and is committed to providing a diverse and inclusive work environment for all employees. We do not discriminate on the basis of race, color, religion, gender, sexual orientation, gender identity, national origin, age, disability, or any other protected status.How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
