Call Center Manager - REMOTE at Jobgether – New Zealand
Jobgether
New Zealand, New Zealand
Posted on
NewJob Function:Customer Service
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About This Position
Call Center Manager - REMOTE
This position is posted by Jobgether on behalf of a partner company. We are currently looking for a Senior Call Center Manager - REMOTE. In this role, you will be responsible for leading and optimizing call center operations to ensure exceptional customer experiences. Your expertise in call center technologies and methodologies will be crucial as you guide a team through various initiatives aimed at enhancing efficiency and performance. You will need to foster strong communication within your team and with customers, ensuring that all calls are handled in a timely and knowledgeable manner, while continuously striving for improvement.
Accountabilities- Provides direction and communication to employees for timely and efficient customer service.
- Manages call traffic control and agent work groups effectively.
- Optimizes Quality Assurance practices to enhance service quality.
- Offers statistical feedback and coaching through Quality Assurance monitoring.
- Handles escalated customer service issues with proper follow-up.
- Establishes work procedures aligning with departmental standards.
- Evaluates processes to meet financial objectives.
- Ensures employees receive appropriate training and resources.
- Provides support for employees facing work or personal challenges.
- Creates and presents reports relevant to business performance.
- Participates in projects focused on process improvement.
- Maintains a motivating work environment for high performance.
- Strong organizational skills.
- Excellent written and verbal communication abilities.
- Effective communication with internal and external customers.
- Demonstrated ability to multi-task and meet deadlines.
- Attention to detail, accuracy, and completeness.
- Strong problem-solving and customer service skills.
- Proficient in Microsoft Office Suite, especially Excel and PowerPoint.
- Ability to follow complex instructions in various forms.
- Sound judgment in decision-making based on analysis.
- Willingness to take independent responsibility when necessary.
- 5+ years of experience in call center operations.
- 2+ years in a leadership role within a call center environment.
- Proficiency in call center technologies and workforce management systems.
- Flexible work hours in a remote setting.
- Opportunity for professional development and growth.
- Supportive team environment.
- Access to training resources and tools.
- Health and wellness benefits.
- Work-life balance initiatives.
Why Apply Through Jobgether?
We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team.
We appreciate your interest and wish you the best!
Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time.
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Job Location
New Zealand, New Zealand
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