National Contact Centre Manager - TEEG
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Want to work for one of Australia's largest entertainment brands? TEEG brands include Timezone, Zone Bowling, Kingpin Bowling and Playtime Arcades!
Summary about this job
Management & Support
Company: Kingpin Bowling
Location: Sydney
Work type: Full Time
Salary: n\a
Phone: +61-7-1112-2773
Fax: +61-3-2187-7278
E-mail: n\a
Site: n\a
Detail information about job National Contact Centre Manager - TEEG. Terms and conditions vacancy
National Contact Centre ManagerWho we are
TEEG is a private equity backed, newly formed Group that includes great entertainment brands Timezone, Zone Bowling, Playtime and Kingpin.
With 80 entertainment venues in Australia and New Zealand and a team of 1,800+ employees, together with Global operations, the business forms one of the world’s largest Family Entertainment Centre groups operating across 6 countries with over 250 locations.
What we need
An exciting opportunity is available for a motivated and passionate Contact Centre Manager to lead our Contact Centre team of 15 – 20 agents. The role will see your lead the team from our Support Office located in North Sydney. As our customer service leader, you will report to the Head of Digital & Customer Contact and partner with the business to deliver outstanding results with and through your team.
Your key responsibilities will include:
- Full ownership & management of team rostering to achieve service level metrics and budget
- Strong team leadership and management – including direction, mentoring, coaching, ongoing support, goal setting, incentivising as well as training
- End-to-end management of the contact centre day-to-day operations (such as phone messaging, call reporting, call routing, workforce management system monitoring, operator information resources, etc.)
- Developing and executing people initiatives and team deliverables.
- Delivering against the customer experience & digital transformation roadmap
- Fostering a collaborative culture with Operations, Payroll, Regional Teams, Sales, Marketing and Digital to continually improve based on feedback.
- Respond to and resolve enquiries, complaints or requests that are escalated through the contact centre, ensuring a high level of customer service is maintained.
- Ensure individual and team KPI’s are met
- Regular hands-on participation in phone calls, live chat, social media customer service and email enquiries (leading, by showing the way!)
- Proven experience leading and managing a small/medium sized contact centre, on a national scale
- Demonstrable experience providing direction and supportive leadership that enables the team to be the best they can be
- Ability to foster and encourage a service and customer focused team culture
- Communicating effectively with key internal stakeholders
- Excellent written and oral communication and presentation skills
- Utilisation of a call monitoring system (Avaya is desirable but not necessary)
- Understanding of Live Chat systems and operations to deliver exceptional customer interactions.
- Familiarity and confidence using booking systems, excel sheets, reporting systems and other tools to facilitate team operations.
- Proactive with strong problem-solving skills to achieve effective outcomes
- Analytical and reporting skills
- Proficient in MS Suite with strong systems ability
- The opportunity to work in fun, enjoyable and rewarding work environment
- Training, development and real opportunities for careers advancement
- Rewards and recognition along with amazing staff discounts across all our brands!
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