National Command Centre Manager

Summary about this job

Detail information about job National Command Centre Manager. Terms and conditions vacancy

Who you'll be working with:
  
TANDEM is a leading Australian company providing advisory and field based workforce management services with a culture of encouraging employee development.  Our innovative approach, robust systems and agile operational capabilities allow us to partner with blue chip clients to continually refine and implement strategic solutions that deliver ongoing improvements in customer experience, productivity and quality. Managing a subcontractor workforce of 2,900 subcontracting companies who engage in excess of 5,200 workers, TANDEM is a rapidly growing organisation. 
 
About the Role

Reporting to the General Manager, this role has operational responsibility for the National Command Centre team.  This role will be responsible for delivering best practice in service excellence, relating to efficient Inbound/Outbound calling and digital interactions with sub-contractor network. You will be accountable for leading and working with the Regional Leadership Teams to drive the delivery of the operational plan to ensure the efficient and timely provision of field service for Tandem’s client.

This role will lead the operational delivery of an emerging Command Centre that will be central to Tandem’s new operating model. Initially, the position will be responsible for the national ‘roll-in’ of all regions under a centralized model. Furthermore, the role will be critical for driving efficiencies through continual improvement utilizing digital technology and Contact Centre best practices.  You will achieve this by establishing explicit process management, people management, and team development programs.

Your challenge, outside of the above, is to work and build effective internal relationships with the management teams nationally and to align National Command Centre operational planning to achieve collective targets.
  
The ideal candidate:

• Significant experience, with a proven track record of successfully managing a Contact Centre.
• The ability to drive cultural change across a varied workforce
• A demonstrable ability to identify gaps in process and quickly address those gaps
• Analyse existing process and procedure and make changes in a timely manner
• The ability to train, coach and mentor staff and lead by example
• A vision and understanding of driving productivity through strong agent performance and the use of technology
• Highly developed customer service skills to coach others to drive a customer-centric culture and deliver a customer experience program.
• Demonstrated ability in conflict resolution and problem-solving while dealing with multiple stakeholders.
• Proven track record of driving continuous improvement by working with the IT team to provide innovative solutions and commitment to implement improvements such as automation through IVR, live chat, using sound change management practices.
• Strong understanding of safety, compliance and privacy obligations in a highly regulated environment.
• An exceptional communicator, written and verbal, with excellent interpersonal skills to engage directly with customers and stakeholders across the organization
• A Strong organizational manager with solid planning, negotiation and communication skills
• Tertiary qualifications in business will be highly regarded
• Excellent PC, Microsoft Office literacy and operational exposure to SAP RP/3, ServiceMax and Infor CRM or other Field Service, Customer Relationship database tools will be desirable

Why you should apply

Join TANDEM and you will be part of a high energy team with a supportive culture. In addition to competitive salaries, we offer incentives and rewards that are designed to recognise high performance. Our leadership team works with you to make sure you have the tools and support to do your job exceptionally well so that you can achieve your goals. Come on, apply today!

Please Note - the successful candidate/s for this position will be asked to consent to a police check.
  
By applying for this role you agree to Tandem collecting, using and disclosing your personal information as set out in our Privacy Policy 
 
http://www.tandemcorp.com/privacy-policy/