Outbound Contact Centre Manager

3 weeks ago

Melbourne, Victoria, Australia iCustomer Pty Ltd Full time

About Us:
We are the leader in our field with nearly 20 years of experience. We utilize proven methods and the latest tools, including a web-based outbound CRM with call guides, AI training modules, and best practices. Our small senior team of 8 professionals aims to double in size over the next three months. We generate qualified leads without cold calling.

Operating within the Financial Services industry, we are expanding our product offerings. Our B2C service focuses on understanding customer pain points and goals, then matching them with suitable solutions from our Operations Area.

We are seeking a skilled Outbound Contact Centre Manager to lead a remote team of Senior Consultants and train them on call guides. This is an excellent opportunity for a strategic, hands-on leader in a performance-driven, remote environment.

Key Responsibilities:

  • Lead, coach, and manage a team of remote Senior Outbound Consultants.
  • Oversee daily operations to meet KPIs such as conversion rates, call quality, and customer engagement, using AI and our CRM for call monitoring and development.
  • Develop and execute strategies to improve performance and campaign success.
  • Monitor productivity, provide feedback, and support team development.
  • Maintain motivation and engagement in a virtual setting.
  • Utilize reporting tools to assess performance and identify improvement areas.
  • Ensure compliance with policies, regulations, and data protection standards.

Requirements:

  • Proven experience managing outbound call/contact centre teams, preferably remotely.
  • Strong leadership and coaching skills for remote performance management.
  • Results-driven with a focus on targets.
  • Excellent communication and organizational skills.
  • Tech-savvy with CRM and performance monitoring tools experience; willingness to learn new technologies like AI.
  • Ability to work independently in a fast-paced environment.
  • Flexible and adaptable to change and new technologies.

What We Offer:

  • Fully remote working environment
  • Competitive salary with performance incentives
  • Opportunity to develop a growing remote team
  • Supportive, collaborative culture
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