Contact Centre Manager

1 week ago

Sydney, New South Wales, Australia Samsung Electronics Full time
Position Summary

Turn your dreams into reality, create the unthinkable and #ReImagineYourFuture. Samsung is one of the most successful and fastest growing technology companies in the world.

We approach everything we do with the spirit of a 'joyful pioneer'- daring to defy barriers and striving to excel limits.

At the heart of our DNA is the pursuit of excellence and bringing innovation to everyone, faster than anyone.

We are an extremely dynamic business, launching an incredible number and range of new products every year. We also firmly believe that our product ecosystem and portfolio of innovation set our brand apart.


It is the creativity and diversity of the people who work at Samsung that has made us one of the world's most innovative companies and our people continue to drive our innovation forward.

We have a passion for what we do and we employ like-minded people who want to continue to foster an open and collaborative environment in our business and with our partners.

The Opportunity

We are currently seeking an exceptional individual to join Samsung as a Contact Centre Manager.

This role offers a unique opportunity to lead our customer service transformation and make a significant impact on the overall customer experience.


As the Contact Centre Manager, you will play a pivotal role in driving the strategic direction and operational efficiency of our contact centre operations.

Your leadership and expertise will be instrumental in shaping and enhancing our customer service initiatives.


Leading a team of professionals, you will ensure the delivery of exceptional customer support and strive for the highest level of customer satisfaction.

Through your strategic insights and innovative thinking, you will drive continuous improvement to exceed customer expectations.

Role and Responsibilities

  • Manage the daily operations of the Inbound Contact Centre in collaboration with the outsourced provider to deliver exceptional customer experience.
  • Collaborate with senior leadership to implement innovative ideas contributing to successful business outcomes.
  • Proactively identify and mitigate critical risk issues to ensure a seamless operation.
  • Conduct Quality Calibration sessions with outsourced providers to maintain highquality service.
  • Develop an indepth understanding of key performance indicators (KPIs) and design performance improvement programs to achieve bestinindustry standards.
  • Manage reporting tools and outputs to optimise their functionality and deliver insights on the Contact Centre's performance.
  • Take ownership of the socialisation of the Contact Centre within Samsung to enhance brand image and recognition.
  • Manage the behavioural and technical Quality Assurance process with Subject Matter Experts (SME) to ensure continuous improvement.
  • Strike a balance between cost drivers and Customer experience while managing Contact Centre performance.
  • Design and identify processes for reengineering to provide streamlined customercentric solutions.
  • Collaborate with technical and product teams to facilitate access to knowledge and ensure effective communication across the organisation.
Skills and Qualifications

  • Has a wide range of experience, uses professional concepts and company objectives to resolve complex issues in creative and effective ways
  • Works on complex issues where analyzing situations or data requires an indepth evaluation of variables. Exercises judgement in selecting methods, techniques and evaluation criteria to obtain results. Determines methods and procedures on new assignments and coordinates other's tasks
  • May manage a group such as coordinating activities regarding costs, methods and staffing
  • Typically requires at least 8 years of related experience and a Bachelor's degree; or 6 years and a Master's degree; or a PhD with 3 years

  • Customer Contact Centre Manager

    1 week ago

    Sydney, New South Wales, Australia Mable Full time

    Customer Operations - Customer SupportMable is an online platform connecting Australians looking for disability and aged care support to independent support workers. Since 2014, we have been empowering our community to live independently, and today, we are one of Australia's leading and fastest-growing healthtech platforms.Join a thriving scale-up and be...

  • Contact Centre Team Manager

    1 week ago

    Sydney, New South Wales, Australia AIA Full time

    BE THE DIFFERENCEAt AIA we don't simply believe in being 'the best'. We believe in better - because there's no limit to how far 'better' can take us. Everything we do is driven by our purpose to make a difference by helping people embrace Healthier, Longer, Better Lives. And every one of our people has an important role to play. If you want to make a...

  • Contact Centre Manager

    1 week ago

    Sydney, New South Wales, Australia Greenpeace Australia Pacific Full time

    Contact Centre Manager- facebook TwitterGREENPEACEGet ready to join the fight for a greener, more peaceful world with Greenpeace Australia Pacific (GPAP) As an independent campaigning organisation, we creatively and peacefully shine a light on the urgent environmental challenges facing our planet. We don't shy away from the tough issues, exposing global...

  • Contact Centre Experience Manager

    1 week ago

    Sydney, New South Wales, Australia Are Media Full time

    Job no: 499562Work type: permanent full timeLocation: SydneyCategories: OperationsWhy Are Media?Join Australia's leading content company for woman and be part of an inspiring, creative and collaborative team. We offer excellent people programs including; Parental Leave, Wellness, Performance Coaching & Development, Mentoring and our unique Are Media Academy...

  • Customer Contact Centre Manager

    1 week ago

    Sydney, New South Wales, Australia Mable Full time

    We're powered by purposeMable is an online platform connecting Australians looking for disability and aged care support to independent support workers. Since 2014, we've been helping our community live their kind of independence, and today we're one of Australia's largest and fastest growing healthtech platforms.We have been recognised in AFR's Fast 100...

  • Contact Centre Lead

    1 week ago

    Sydney, New South Wales, Australia NSW Government -Elections Full time

    _Full-time permanent opportunity to lead, coach and support a contact centre team in a dynamic environment _:_Continue to build your leadership qualities and skills within a collaborative supportive team_About the RoleThe Contact Centre Lead coordinates and implements contact centre operations across multiple electoral processes in order to meet customer and...

  • Contact Centre Consultant

    1 week ago

    Sydney, New South Wales, Australia Are Media Full time

    Job no: 499886Work type: permanent full timeLocation: SydneyCategories: OperationsWho Are We?Are Direct is the largest independent distributor and wholesaler of printed media in Australia and New Zealand, on behalf of local and international magazine publishers, Are Direct, expertly manages the distribution and promotion of millions of magazines into over...

  • Lead Contact Centre

    1 week ago

    Sydney, New South Wales, Australia NAB - National Australia Bank Full time

    Work type: Fixed term Full timeLocation: NSW- Sydney CBD, VIC- Melbourne CBD, NSW- Sydney inner Use your expertise to drive positive outcomes for our customers Utilise your leadership experience in this fastpaced and high energy environment Contract role until 31 December 2023A career that gives you moreWe currently have an opportunity for a Lead, WRSC...

  • Contact Centre Operator

    1 week ago

    Sydney, New South Wales, Australia Charterhouse Full time

    Contact Centre Operator- Pay rate: $32.16 per hour + super:- Start date: 27/01/2023:- End date: 30/06/2023:- Location: Paramatta:- Police check requiredThis is a great opportunity to work with this large Government department located onsite at their Parramatta Office. This role provides excellent training and a friendly and supportive working...

  • Contact Centre Representative

    1 week ago

    Sydney, New South Wales, Australia Interactive Full time

    Contact Centre experience is not essential, as long as you have a passion for IT and exceptional customer service. Youve got to be great Your position will be to act as the first point of contact for our customers by providing Level 1 support, capturing essential information and ensuring cases are escalated to the relevant Engineer or Account Manager....

  • hermès contact centre

    1 week ago

    Sydney, New South Wales, Australia Hermès Australia Full time

    General RoleReporting to the Digital & e-Commerce Manager, the role of Client Contact Consultant is to support the online client and ensure a seamless experience. Main responsibilitiesFront OfficeClient Contact Centre for Hermès Australia utlising all systems and tools including but not limited to telephone, emails, Eptica and client contact systems. ...

  • Hermès Contact Centre

    1 week ago

    Sydney, New South Wales, Australia Hermès Paris Full time

    Contract type: Regular position Country/Region: Australia City: Sydney Job: Digital Experience: 0-3 years General Role Reporting to the Digital & e-Commerce Manager, the role of Client Contact Consultant is to support the online client and ensure a seamless experience. Main responsibilitiesFront OfficeClient Contact Centre for Hermès Australia utlising...

  • Head of Contact Centres

    1 week ago

    Sydney, New South Wales, Australia Avis Budget Group Full time

    We are searching for a Head of Contact Centres to join our team. Reporting to our Senior Commercial Director, Pacific and based in Mascot, Sydney where you will ultimately be responsible for the positive customer service experience.About the RoleThis fast-paced operation will see you overseeing various teams in our contact centres where you will shape and...

  • Contact Centre Representative

    1 week ago

    Sydney, New South Wales, Australia Interactive Pty Ltd Full time

    LOCATION(S) Sydney***POSITION Casual- DEPARTMENT Call Centre & Customer Service Looking for an awardwinning, organisation? You have come to the right place From humble beginnings in a garage back in 1988, we have grown rapidly over the past 30 years simply by Keeping Technology Human. That means we treat our employees and customers with respect and genuinely...

  • Contact Centre Team Leader

    1 week ago

    Sydney, New South Wales, Australia West Recruitment Full time

    Up to $90,000 + Super + uncapped commission- Monday to Friday, 10am - 6pm, Sydney CBD- Contact Centre Team Leader, grow and develop your teamAbout your new employerThis is a rapidly growing organisation that believes in not only empowering its staff but its clients and customers also. They have a very clear and strategic focus on exciting growth over the...

  • Contact Centre Team Member

    1 week ago

    Sydney CBD, New South Wales, Australia Chandler Macleod Full time

    Our Client, a leading members organisation have a great opportunity to join their Contact Centre team which is one of the main functions of the Member Services Unit team and the main contact point for members and the general public.Main Responsibilities: Be an example of the behaviours and practices outlined in the Service Standards, and exemplify the...

  • Contact Centre Service Manager

    1 week ago

    Sydney, New South Wales, Australia eFinancialCareers Ltd. Full time

    Job DescriptionOverviewThe role of Contact Centre Service Manager is to lead Contact Centre and Services Teams servicing clients and members with overall responsibility for direct and indirect reports. This fast-paced role is both challenging and changing continuously. You will be expected to shape the future of the contact centre and service operations,...

  • Contact Centre Officer

    1 week ago

    Sydney, New South Wales, Australia Beaumont People Full time

    Close to Public Transport Variety of Shifts Available With Shift Penalties Available Career Growth OpportunitiesBeaumont People is recruiting a Contact Centre Officer on behalf of a specialist veterinary care unit based in North Ryde. They are looking for an experienced Contact Centre Officer. This position offers a diverse workload, with progression and...

  • Senior Manager Contact Centre Improvement

    1 week ago

    Sydney, New South Wales, Australia EFinancialCareers Ltd. Full time

    Senior Manager Contact Centre Improvement Commonwealth Bank of Australia Sydney, Australia Senior Manager Contact Centre Improvement Commonwealth Bank of Australia Sydney, Australia Posted 2 days ago Permanent Competitive See yourself in our team: Comm Sec is Australia's leading online retail stockbroker providing customers with access to a range of...

  • Senior Contact Centre Engineer

    1 week ago

    Sydney, New South Wales, Australia Peoplebank Australia Ltd Full time

    We are currently working one of Australia's leading Telecommunication provider to assist them in sourcing suitable Contact Centre Talent to work as part of a large program of work.They are currently looking out for a Senior Contact Centre Engineer to assist on the build of a new CC working with NICE CX One technologies.This role is open to both day rate...