Contact Centre Manager

Found in: beBee S AU - 1 month ago


Brisbane, Australia Robert Walters Remote Work Freelance Full time

The ideal candidate will be an organised, reliable, and results-driven professional with a practical mindset for problem-solving. This role offers the opportunity to make significant improvements within the organisation by utilising technology to its fullest extent and ensuring staff are well-organised and productive. As a Contact Centre Manager, you will have excellent customer service and communication skills, with the ultimate goal of achieving outstanding results for the company.

Key Responsibilities

  • Develop objectives for the call centre's day-to-day activities
  • Conduct effective resource planning to maximise productivity of resources such as people and technology
  • Collect and analyse call-centre statistics including sales rates, costs, and customer service metrics
  • Assume responsibility of budgeting and tracking expenses
  • Hire, coach, and provide training to personnel to maintain high customer service standards
  • Monitor and improve ordering, telephone handling, and other procedures
  • Evaluate performance with key metrics such as accuracy and call-waiting time
  • Prepare reports for different departments or upper management

Key Requirements

  • Proven experience as a call centre manager or similar position
  • Experience in customer service is required
  • Knowledge of performance evaluation and customer service metrics
  • Solid understanding of reporting and budgeting procedures
  • Experience in basic financial analysis such as cost-effectiveness and cost-benefit analysis
  • Proficiency in MS Office and call centre equipment/software programs
  • Outstanding communication and interpersonal skills
  • Excellent organisational and leadership skills with a problem-solving ability
  • Positive attitude and patience

Robert Walters Australia is acting as an Employment Business in relation to this vacancy.


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