Contact Centre Manager
2 weeks ago
About the Opportunity
Ready for a transformative leadership role in a dynamic and impactful environment? Seeking a highly experienced Contact Centre Manager to lead virtual operations for a client in the disability sector, managing a team of over 500 professionals, ensuring operational excellence. Uphold Serco's values of Care, Pride, Trust, and Innovation, impacting lives positively.
What you'll be doing
- Manage a large-scale contact centre, ensuring service standards alignment.
- Oversee key metrics like service grade and customer satisfaction.
- Enhance customer experience through feedback-driven improvements.
- Collaborate with Workforce Management for optimal resource allocation.
- Implement learning plans for team members.
- Work with Quality Assurance to enhance customer interactions.
- Lead a team of 500+, ensuring communication and development opportunities.
About you
Passionate about serving the community, especially individuals with disabilities. A motivated leader fostering teamwork, innovation, and high performance. Strong coaching and communication skills to lead diverse teams and excel in dynamic settings.
Your ideal skills & experience
- Experience in managing contact centre operations.
- Understanding of contact center metrics and technologies.
- Ability to manage dispersed work teams.
- Expertise in budget management and client relationships.
- Commercial acumen and client partnership development.
- Confident and driven to lead service operations.
About us - Serco & Proud
At Serco, each team member plays a crucial role in delivering essential public services globally. Impact a better future by joining a team that values decision-makers & action-takers. Accelerate your career through our learning & development opportunities.
Why Join Us
- Be part of a company impacting communities and caring for those in need.
- Influence how we operate and enjoy a collaborative culture.
- Accelerate your career with defined pathways & internal mobility opportunities.
If you are ready to make a positive impact, consider this opportunity.
This role requires full vaccination against COVID-19 to ensure safety. Serco values Trust, Care, Innovation, and Pride, celebrates diversity, and encourages applications from all backgrounds.
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