Job Description:
Accenture is seeking a highly skilled and experienced Remote Contact Center Manager to join our team in Houston, Texas. As a Mid-to-Senior Level professional with at least 6 years of experience in a contact center environment, you will be responsible for managing a team of remote customer service representatives and ensuring the smooth operation of our contact center operations.
Responsibilities:- Oversee the day-to-day operations of the remote contact center, including monitoring performance metrics, managing schedules, and implementing process improvements.- Motivate and lead a team of remote customer service representatives to achieve and exceed performance goals.- Develop and implement training programs to enhance the skills and knowledge of team members.- Collaborate with other departments to streamline processes and improve customer satisfaction.- Handle escalated customer inquiries and complaints in a timely and professional manner.- Analyze data and generate reports to track key performance indicators and make data-driven decisions.- Stay up-to-date on industry trends and best practices to ensure the contact center remains competitive and efficient.
Requirements:- Bachelor's degree in Business Administration or a related field.- Proven experience as a Contact Center Manager or similar role.- Excellent communication skills, both written and verbal.- Strong teamwork and collaboration skills.- Hardworking and energetic with a passion for delivering exceptional customer service.- Ability to work effectively in a remote or virtual environment.- Proficiency in CRM software and other contact center technology.- Knowledge of contact center operations and best practices.- Flexibility to work extended hours and weekends as needed.
Benefits:- Life insurance coverage.- Free food and snacks.- Paid overtime opportunities.
Working Environment:Join Accenture and be part of a company that pioneers change and sets industry benchmarks. Our remote contact center team is dedicated to providing exceptional service to our customers while fostering a collaborative and supportive work environment.
Equal Opportunity Statement:Accenture is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive 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.
