Job Description:
General Mills is seeking a dynamic and experienced Contact Center Manager to join our team in Charlotte, North Carolina. As a Contact Center Manager, you will be responsible for overseeing and managing all aspects of our contact center operations, ensuring exceptional customer service and support at all times.
Responsibilities:1. Develop and implement strategies to meet and exceed contact center goals and KPIs.2. Manage a team of contact center agents, providing leadership, guidance, and support to ensure team success.3. Monitor and evaluate agent performance, providing coaching and feedback as needed.4. Develop and maintain contact center policies and procedures to ensure efficient operations.5. Handle escalated customer inquiries and complaints, resolving issues in a timely and professional manner.6. Analyze data and trends to identify areas for improvement and implement solutions accordingly.7. Conduct regular quality assurance audits to ensure adherence to company standards.8. Collaborate with other departments to ensure a seamless customer experience across all touchpoints.9. Stay informed about industry trends and best practices to continuously enhance contact center operations.10. Provide regular reports and updates to senior management on contact center performance and results.
Requirements:1. Bachelor's degree in Business Administration or a related field.2. Minimum of 6 years of experience in contact center management.3. Strong leadership skills with the ability to motivate and inspire team members.4. Excellent communication and interpersonal skills.5. Ability to work in a fast-paced and high-pressure environment.6. Proficiency in MS Office and contact center software.7. Confidence and energy to drive innovation and change within the contact center.8. Strong negotiation and presentation skills.9. Prior experience in a customer service role is highly desirable.
Benefits:1. Free accommodation for part-time employees.2. Retirement plan to support long-term financial security.3. Paid sick leave for time off due to illness or injury.
Working Environment:At General Mills, we prioritize understanding and empathy in all interactions. We value diversity and inclusion, and strive to create a supportive and collaborative work environment for all employees.
Equal Opportunity Statement:General Mills is an equal opportunity employer and prohibits discrimination and harassment of any kind. We are committed to providing equal employment opportunities to all employees and applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or veteran status.How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
