Contact Centre Manager - Fixed Content Services
Join our Service teams and help us deliver consistent and outstanding customer service.
Summary about this job
Management & Support
Company: Optus
Location: Sydney
Work type: Full Time
Salary: Base + Super + Bonuses
Phone: +61-2-1028-5364
Fax: +61-8-3777-1121
E-mail: n\a
Site: n\a
Detail information about job Contact Centre Manager - Fixed Content Services. Terms and conditions vacancy
- Directly impact our customer experience
- Deliver continuous improvement
- Work in our award winning Campus
Looking to work with people who are passionate about service and using technology to help our customers? There has never been a better time to join our Contact Centre teams. We see customer experience as the forefront what we deliver customers across Australia. That’s why Optus is looking for Contact Centre Manager with the right mindset, not just the right skillset, to help create the future of Optus.
Optus Service
Brilliant Customer Experience & Digital is at the heart of Optus. We aim to create a truly connected digital experience for our customers across all physical and digital touchpoints, from retail, through to Social, IVR, Live Chat, Call Centres and optus.com.au. Optus Service provide a range of options for our customers to interact with us over a multitude of relevant topics in relation to current or new services, across all product ranges.
The Role
As Optus continues to push “beyond telco”, our focus on Digital and customer service has sharpened. We are seeking a Contact Centre Manager for Fixed Services and Content (TV & Entertainment) to provide strategic direction for delivering consistent outstanding customer experience. Our Service team support over 8.6M residential customers, so this is a great opportunity and pivotal role to assist Optus in providing amazing experiences for all customers who contact us.
As the Contact Centre Manager at Optus, you will:
- Manage the performance of our call centre vendor
- Indirectly lead over 140 customer support staff both in Australia and offshore
- Identify areas of improvement, drive better performance and service which results in better experiences for our customers
- Effectively manage all escalations and complaints to a satisfactory resolution for our customers
The perks
Optus is a place where we let you do you. We offer all kinds of benefits, such as:
- Work collaboratively in an open, agile environment with flexible working hours and location
- Discounts with over 400 companies Australia wide (Technology, Retail, Home, Fashion and more!)
- Mobile and Broadband staff discounts
- Onsite facilities at Macquarie Park such as a Gym, GP, Mini-Mart, Cafes
- Training, Mentoring and further learning opportunities
- Staff busses to Epping and Wynyard, and back again
About you
Passionate about customer experience and delivering exceptional standards of customer service, you will come with a range of skills and attributes that add value to our existing team base.
Here’s a bit about what we need broken down:
- Proven experience managing a Call Centre / Contact Centre team
- Proven high customer satisfaction / NPS outcomes
- Passion for customer experience and delivering exceptional standard of customer service
- Management of offshore teams
- Detailed knowledge of latest industry technologies and fixed services
- Experience with regulatory bodies and handling customer escalations
About us
At Optus, we don’t sit back and let the future happen to us – we’re out there making it. By expanding into new technology and relentlessly improving every day, we’re working to create a better tomorrow for all Australians.