Contact Center Manager - Work From Home

Discover Financial Services is seeking a Contact Center Manager to work from home in Jacksonville, Florida. As a mid-to-senior level position, the ideal candidate will have at least 8 years of experience in contact center management.

Responsibilities:- Manage a team of remote customer service representatives, ensuring they meet performance goals and provide excellent service to customers- Develop and implement strategies to improve efficiency and effectiveness of the contact center operations- Monitor key performance indicators and generate reports to track performance and identify areas for improvement- Conduct regular coaching and training sessions to develop team members' skills and knowledge- Handle escalated customer inquiries and complaints, resolving them in a timely and professional manner- Collaborate with other departments to ensure seamless communication and coordination between teams- Stay up-to-date on industry trends and best practices in contact center management to continuously improve processes

Requirements:- Bachelor's degree in Business Administration or related field- Proven experience in contact center management, preferably in a remote work environment- Strong leadership and communication skills- Ability to make sound decisions under pressure- Resilience and passion for providing exceptional customer service- Emotional intelligence to effectively manage team dynamics- Ability to work independently and prioritize tasks effectively- Experience with contact center technology and software

Benefits:- Retirement plan- Parental leave- Visa sponsorship

Working environment:At Discover Financial Services, we foster transparency and open dialogue for effective communication at all levels. We believe in creating a supportive and inclusive work environment where all employees feel valued and respected.

Deadline to apply: May 23, 2024

Equal Opportunity Statement:Discover Financial Services is an equal opportunity employer and does not discriminate on the basis of race, color, religion, sex, national origin, age, disability, or any other characteristic protected by law. We are committed to building a diverse and inclusive workforce.How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.