Contact Centre Experience Manager

1 week ago

Sydney, New South Wales, Australia Are Media Full time

Job no: 499562

Work type:
permanent full time

Location:
Sydney

Categories:
Operations

Why 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 (Interns, Lunch N Learns, and much more).

We support flexible ways of working through our Activity Based Working (ABW) model.

We encourage a balance of working in the office and remotely and we believe this enables our people to do their best work.


Who Are We?
Are Media is a house of brands that women know and love.

We reach 9 in 10 Australian women every year through brands like _The Australian Women's Weekly_, _marie claire_, _Who_, _Woman's Day_, _Gourmet Traveller_ and _Australian House and Garden_.

We create content across digital, magazines, social channels, customer review sites, videos, podcasts, events and experiences.

Our aim is to inform, inspire, influence and enable our audience to connect with the things they are passionate about across beauty, food, fashion, travel, parenting and entertainment.

Are Media employs Australia's best content creation talent and we are proud that our greatest strength is our people.

About the role


The Customer Experience and Contact Centre Manager is pivotal to our Customer team to ensure we deliver exceptional customer experience through effective contact centre services management, ensuring contact centre structures; systems and people are in place.

Understand the end to end customer experience; proactively provide insights based on analysis driving process reviews and improvements.

Our team work in a fast paced environment providing customer service to both internal and external clients. Aspects of the role require you to work independently of the team and also as a team player.

You will report to the Head of Membership Operations.

Duties

  • Ensure the customer experience strategies and execution evolve to meet the changing market and customer needs.
  • Provide leadership development and coaching to achieve business objectives and service levels for the offshore contact centre.
  • Develops and maintains third party vendor service management plans to agreed standards
  • Identifying and instilling best practice, process and systems; driving a continuous improvement environment.
  • Manage reporting for all key call centre performance metrics to agreed standards, including forecasting and budgeting.
  • Develops effective and consistent communication throughout the team, encourages feedback and customer insights to enhance customer experience.
  • Proactively drives sales strategies with internal teams to increase sales through outbound campaigns.
  • Manages relationships with internal and external stakeholders to ensure a high level of service is achieved and identify opportunities to improve customer experience across all channels.
  • Manage customer escalations of all nature, across all platforms

Skills and experience

  • Experience leading high performance teams and Contact Centre management is essential.
  • Customer focused
  • An agile thinker you will embrace change, make decisions quickly and work efficiently in fast paced environment.
  • High level of knowledge and experience in the concepts of, principles and use of customer data and research to drive improvements in customer service.
  • Experience in complaints management, analysing trends and presenting resolution plans to stakeholders

Please and send your CV via the link.

Advertised: 19 Jan 2023 AUS Eastern Daylight Time

Applications close: 17 Feb 2023 AUS Eastern Daylight Time

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