Job Description:
Alaska Air Group is currently seeking a skilled and experienced Contact Center Manager to join our team in Los Angeles, California. As a Contact Center Manager, you will be responsible for overseeing the operations of our customer service contact center, ensuring that our team delivers exceptional service to our customers. This is a part-time position with a mid-to-senior level of seniority, requiring at least 8 years of experience in a similar role.
Responsibilities:- Develop and implement strategies to enhance the efficiency and effectiveness of the contact center operations- Manage a team of contact center agents, providing guidance, support, and training as needed- Monitor and analyze key performance indicators to identify trends and areas for improvement- Collaborate with other departments to address customer issues and provide timely resolutions- Ensure that all customer service inquiries are handled in a professional and timely manner- Implement quality control measures to maintain high standards of customer service- Stay up-to-date on industry trends and best practices in customer service management- Make recommendations for process improvements and take the lead on implementing changes
Requirements:- 8+ years of experience in a contact center management role- Confident and hardworking personality traits- Strong decision-making and presentation skills- Excellent communication and interpersonal skills- Proven ability to lead and motivate a team- Bachelor's degree in Business Administration or a related field (or equivalent work experience)- Experience with contact center technologies and tools- Ability to work in a fast-paced and dynamic environment- Flexibility to work evenings and weekends as needed
Benefits:- Relocation allowance- Free accommodation- Travel and spending expenses
Working Environment:At Alaska Air Group, we encourage calculated risk-taking to drive innovation and progress. We believe in fostering a supportive and collaborative work environment where employees are empowered to make a difference.
Deadline to Apply:Please submit your application by June 1, 2024.
Equal Opportunity Statement:Alaska Air Group 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, age, national origin, disability, or any other protected status.How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
