Job Description:
Salesforce is seeking a Contact Center Manager to join our team in San Jose, California on a part-time basis. As a mid-to-senior level position, we are looking for a candidate with at least 7 years of experience in a contact center management role. The ideal candidate will be driven, passionate, and possess strong negotiation and emotional intelligence skills.
Responsibilities:- Oversee and manage all aspects of the contact center operations, including customer service, call center agents, quality assurance, and performance metrics.- Develop and implement strategies to improve efficiency, productivity, and customer satisfaction within the contact center.- Lead a team of contact center agents, providing coaching, training, and support to ensure the team meets or exceeds performance targets.- Handle escalated customer inquiries or complaints, resolving issues in a timely and professional manner.- Monitor key performance indicators (KPIs) and generate reports to track performance, identify trends, and make data-driven decisions.- Collaborate with other departments, such as sales, marketing, and IT, to ensure a seamless customer experience across all touchpoints.- Stay up-to-date on industry trends and best practices to continuously improve the contact center operations.
Requirements:- Bachelor's degree in Business Administration or related field (or equivalent experience).- Minimum of 7 years of experience in a contact center management role.- Strong leadership skills and the ability to motivate and inspire a team.- Excellent communication skills, both written and verbal.- Proven track record of meeting or exceeding performance targets in a contact center environment.- Proficiency in contact center software and CRM systems.- Ability to analyze data, make strategic decisions, and implement process improvements.- Experience working in a fast-paced, dynamic environment.
Benefits:- Relocation allowance for eligible candidates.- Employee discounts on Salesforce products and services.- Joining bonus for successful candidates.
Equal Opportunity Statement:Salesforce is an equal opportunity employer and is committed to promoting equality and fairness for all employees. We welcome applications from qualified individuals, regardless of race, gender, age, religion, nationality, sexual orientation, or disability.
Deadline to Apply: June 3, 2024
If you meet the requirements and are passionate about leading a high-performing contact center team, we encourage you to apply for this exciting opportunity at Salesforce in San Jose, California. Join us in revolutionizing the way businesses connect with their customers!How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
