National Contact Centre Manager - TEEG

Summary about this job

Detail information about job National Contact Centre Manager - TEEG. Terms and conditions vacancy

National Contact Centre Manager
 
Who 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!)

What we need from you: 

• 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

We will offer you

•  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!
  

If you are a passionate, driven individual who is looking to join a successful team, then we look forward to your application and helping you develop your career.