Contact Center Manager

Summary about this job

Detail information about job Contact Center Manager. Terms and conditions vacancy

Sunboost is an Australia-based, national provider of residential and commercial solar electricity. We have offices across Australia and we are setting up our Contact Center in our South Australian office. Our contact centres are the front door to our organisation. We are recruiting a Contact Centre Manager to lead our contact centre teams in Australia and in India.

As the manager of our contact centers you will be responsible for the daily running and management of the centres through the effective use of our custom designed call system using the CRM software.

Your duties would involve the following:

• managing the daily running of the call centre, including planning and implementing call centre strategies and operations;

• carrying out needs assessments, performance reviews and cost/benefit analyses for the team members;

• setting and meeting performance targets for speed, efficiency, sales and quality;

• ensuring all relevant communications, records and data are updated and recorded;

• monitoring random calls to improve quality, minimise errors and track operative performance;

• coordinating staff recruitment and liaising with HR staff;

• reviewing the performance of staff, identifying training needs and planning training sessions;

• organising staffing, including shift patterns and the number of staff required to meet demand;

• recording statistics, user rates and the performance levels of the centre and preparing reports;

• coaching, motivating and retaining staff

• maintaining up-to-date knowledge of industry developments and involvement in networks;

• handling the most complex customer complaints or enquiries and resolve issues;

Skills and experience:

• Holds a diploma qualification in information technology, engineering or business management.

• Minimum 3 years’ experience in a management role within a contact centre promoting sales of solar packages.

• Proven excellent management and organisation skills in managing multiple contact centres within Australia and overseas.

• Have a working understanding of the installation process of solar panels, inverters and accessories and the ability to train the team members to apply this knowledge to close sales.

• influence credibly and effectively at all levels of the organization,

• Ability to build strong and long-lasting profitable relationships with technicians and electricians

• Excellent interpersonal skills and a team player

• Decision making and collaborative skills

• Should have strong negotiation, managerial and communications skills.

Please send your CV to [email protected]

Only short listed candidates would be contacted for interviews.