Contact Centre Manager - Perm Role- Immediate Start

Summary about this job

Detail information about job Contact Centre Manager - Perm Role- Immediate Start. Terms and conditions vacancy

Our client needs an experienced Service Centre or Call Centre  manager with a proven record of leading inbound call centre teams, preferably within the financial services sector.

The focus of this role is to ensure the Contact Centre provides a brilliant customer experience in an effective and efficient manner.

Strong communication and management skills are essential, coupled with initiative and integrity, able to execute under pressure to deliver clearly documented results.

Role Duties

• Provide strong management and leadership to the contact centre team

• Provide effective resource management of staff including the recruitment, rostering, real time resourcing and the authorisation of overtime

• Ensure the business unit is meeting benchmarks, including sales, compliance, schedule adherence and product knowledge

• Plan and deliver training and coaching solutions to maintain staff competency levels

• Maintain accurate record keeping, interpret and analyse statistics, prepare reports and complete business plan projects

• Utilizing knowledge of telephony infrastructure and a broad knowledge to create a stellar first touch customer experience

• Ability to create continuous improvement concepts and business plans

• Strategic management skills at a senior level

Experience:

• Proven people leader

• 5+ years’ experience in leading operational teams within a contact center environment

• Proven track record of designing, implementing and improving customer contact plans

• Experience in effectively leading, motivating and coaching staff to achieve goals

• Superior interpersonal and communication skills with the capacity to influence/negotiate outcomes

• Ability to apply initiative to provide clear and decisive solutions

• Excellent organisational and time management skills

• Have managed multiple priorities and tasks with ability to adapt to changes in a fast-paced environment;

• Strong project experience across multiple business units and complex environments (e.g. structure, processes, infrastructure);

• Excellent stakeholder management and communication skills

Fantastic opportunity with an financial market leader in Australia.

Considerable opportunity to shape and grow the contact centre.

Happy to share more details with candidates who match these requirements.