Head of Contact Centre

1 week ago

Ballarat, Victoria, Australia SMAART Recruitment Full time
Lead through a period of significant transformation

  • Enjoy the process of modernising the contact centre
  • Humanistic leader required
This well known organisation is instantly recognisable and one that is trusted by its staff, customers and general public.

Due to an upcoming period of significant change, we are looking to recruit an experienced senior contact centre leader to lead the contact centre as it goes through a modernisation process to become a state of the art customer service centre.

This position is responsible for providing excellent customer service to all customers through multiple contact centres.

This is a leadership role where you will be responsible for creating and delivering the strategy whilst managing the day to day obligations of the contact centre.

This will involve leading contact centre staff through a modernisation program, whilst building culture and performance.

-
Humanistic leadership:

- you will be a leader that leads by example, places trust in others, is empathetic and has strong ethical values.
-
Proven ability to lead through change:

  • leading through change is particularly challenging, and a large part of this role.
-
Experience in contact centre modernisation:

  • as the contact centre is about to go through a period of digital transformation you will need to be able to demonstrate an understanding of the latest contact centre technologies.
-
Ability to improve effectiveness and efficiencies - you will have a strong record of being able to improve the overall contact centre operational efficiency to reduce costs, while maintaining a high level of customer satisfaction.


The role will be primarily based out of a large contact centre in Ballarat (at least three days a week) and will take responsibility for smaller centre in Melbourne where head office is based.


James Witcombe on to learn more.

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