Job Description:
Genworth Financial is seeking a part-time Remote Contact Center Manager to join our team in Charlotte, North Carolina. As a leader in the financial services industry, Genworth Financial is dedicated to helping our customers achieve financial security and independence. The Remote Contact Center Manager will play a crucial role in managing our remote contact center operations, ensuring efficient and effective customer service delivery.
Responsibilities:- Manage a team of remote contact center agents, providing guidance, support, and training as needed- Monitor and analyze key performance indicators to ensure the contact center is meeting established goals and objectives- Implement and maintain contact center best practices to drive continuous improvement and enhance customer satisfaction- Develop and implement strategies to optimize workflow and streamline processes within the contact center- Act as a liaison between the contact center team and other departments within the organization- Collaborate with supervisors and team leaders to address performance issues and develop action plans for improvement- Handle escalated customer inquiries and complaints, providing timely and accurate resolutions- Keep abreast of industry trends and best practices to ensure the contact center remains competitive and efficient
Requirements:- Bachelor's degree or equivalent work experience- Minimum of 5 years of experience in contact center management- Strong leadership skills and ability to motivate and engage remote teams- Excellent communication and interpersonal skills- Demonstrated reliability and resourcefulness in a fast-paced environment- High emotional intelligence and ability to navigate complex interpersonal dynamics- Creative problem-solving skills and ability to think outside the box- Proficiency in contact center software and systems- Ability to manage multiple priorities and deliver results under tight deadlines
Benefits:- Company transportation- Free accommodation- Travel and spending expenses covered- Opportunity for growth and development within the organization
Equal Opportunity Statement:Genworth Financial is an equal opportunity employer and is committed to creating a diverse and inclusive workplace. We welcome and encourage applications from candidates of all backgrounds, including those with disabilities and underrepresented minorities. All qualified applicants will receive equal consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
