Contact Centre Manager
4 weeks ago
Our business is unique in its ability to reach globally, service locally, and provide cross-jurisdictional services.
With our clients at the heart of everything we do, our hard-working team has successfully delivered on an unprecedented growth and transformation journey, and we are now represented by over circa 13,000 employees across 112 offices worldwide.
Your career with us should reflect your energy and passion.
That's why, at Apex Group, we will do more than simply 'empower' you.
We will work to supercharge your unique skills and experience.
Take the lead and we'll give you the support you need to be at the top of your game.
And we offer you the freedom to be a positive disrupter and turn big ideas into bold, industry-changing realities.
For our business, for clients, and for you Contact Centre Manager Location: Brisbane/Sydney Description The Contact Centre Manager is responsible for managing the Contact Centre Team to deliver all first point of contact for Apex's superannuation and redundancy trust clients.
Job responsibilities Manage the Contact Centre teams to deliver quality superannuation interactions ensuring adherence to industry best practices, service standards, and timely, accurate advice to clients.
Manage resource allocation to meet workloads and client needs, communicating clearly with team members about requirements, objectives, priorities, and expectations.
Oversee monitoring and evaluation of customer interactions, ensuring compliance with standards and legislative requirements.
Build relationships with clients at all levels to translate their needs into comprehensive solutions.
Review quality reports for employees, ensuring standards are met, and plan training and development as needed.
Establish and maintain good relationships with clients and external service providers.
Participate in training programs to enhance knowledge for better support to team members, customers, and service providers.
Ensure incident and complaint resolution activities are conducted with appropriate controls in place.
Skills Required RG146 Superannuation qualifications Excellent knowledge of superannuation legislation and its impact on the business environment Previous management experience in a similar role Knowledge of security systems (preferable) Commitment to high standards of client service and organizational priorities Strong interpersonal and leadership skills to motivate and influence others Continuous improvement mindset and goal-oriented attitude Proficient PC skills (Word, Excel, Outlook) with accuracy and speed What you will get in return A unique opportunity to be part of a growing global business Competitive salary based on skills and experience Training and development opportunities Additional information We are an equal opportunity employer, making hiring decisions based on skills, qualifications, and experience, without discrimination.
We are committed to social responsibility and invite you to learn more about our CSR initiatives at .
Disclaimer : Unsolicited CVs sent to Apex by recruitment agencies will not be accepted.
We operate a direct sourcing model, engaging directly with our exclusive recruitment partners when agency assistance is required.
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