Customer Contact Centre Manager

7 months ago

Sydney, Australia Mable Full time

**We’re powered by purpose**

Mable 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 list, Deloitte’s Tech Fast 50, and won the Australian Growth & Australian Technology Growth Company of the Year Award in 2020 So don’t miss your opportunity to join a thriving scale-up and deliver change to Australia’s care and support sector.

This is an exciting newly created role as the Contact Centre Manager, you will be responsible for overseeing the day-to-day activities of our contact centre team, ensuring exceptional service delivery and driving continuous improvement initiatives. This role requires strong leadership skills, strategic thinking, and a passion for customer satisfaction.

Key Responsibilities:
**Team Leadership**:

- Lead, mentor, and motivate a team of customer service representatives to achieve performance targets and deliver exceptional customer experiences.
- Provide ongoing coaching and feedback to enhance team members' skills and performance.
- Foster a positive and inclusive work environment that encourages collaboration, innovation, and continuous learning.

**Operations Management**:

- Develop and implement strategies to optimise workforce management, ensuring adequate staffing levels to meet service level agreements (SLAs) and customer demand.
- Monitor key performance indicators (KPIs) and metrics to track performance, identify trends, and implement corrective actions as needed.
- Streamline processes and procedures to enhance efficiency and productivity within the contact centre.

**Quality Assurance**:

- Establish quality standards and monitor service quality through call monitoring, customer feedback analysis, and performance evaluations.
- Conduct regular audits and assessments to ensure compliance with organisational policies, procedures, and regulatory requirements.
- Implement quality improvement initiatives to enhance service delivery and customer satisfaction.

**Technology and Systems**:

- Oversee the implementation and maintenance of contact centre technologies and systems whilst leveraging advancements in technology such as AI integration.
- Collaborate with IT and other departments to troubleshoot technical issues and optimise system functionality to support business objectives.

**Reporting and Analysis**:

- Generate and analyse reports on contact centre performance, including call volume, response times, customer satisfaction scores, and agent productivity.
- Utilise data-driven insights to identify opportunities for process improvements, resource allocation, and service enhancements.
- Present findings and recommendations to the Head of Customer Operations to inform strategic decision-making.

**Skills and Experience**:

- Proven experience in contact centre management leadership
- Experience with IVR tools such as Talkdesk, Genisys, Salesforce or other
- Strong understanding of contact centre operations, including workforce management, performance metrics, and quality assurance processes.
- Excellent leadership and people management skills, with the ability to inspire and motivate a team to achieve goals.
- Exceptional communication skills, both verbal and written, with the ability to interact effectively with internal and external stakeholders.
- Analytical mindset with proficiency in data analysis and reporting tools.
- Demonstrated ability to drive process improvements and implement change initiatives.

**Our Values**

**We’re Switched On **\uD83D\uDCA1

We know our customers because we listen and want to learn. We engage within the community and the sector and always act on insights.

**We’re Bold **\uD83D\uDCE3

We’re ambitious and embrace creativity to solve challenges. We’re here to reshape the industry and back big ideas.

**We’re One **\uD83E\uDD1D

We channel our passion into a positive environment. We welcome diversity and collaborate to make the most of our different skills and ways of thinking.

**We’re Impactful **\uD83C\uDF1F

We work hard to deliver change. We innovate and move fast to make a difference in the sector and people’s lives.

**Our Benefits
**Power your career ️**

Learn from industry experts, experienced leaders, and on-the-job opportunities.

**Work away \uD83C\uDF0E**

Get a creative boost working overseas for 4 weeks in a rolling 12-month period.

**Access parental leave \uD83D\uDC76**

Get 14 weeks of paid leave for primary carers and 6 weeks of paid leave for secondary carers plus superannuation.

**Work with flexibility **\uD83C\uDFE0**

We’re a hybrid workplace. Collaborate at home or in the office - whatever works for you and your team.

**Take a floating public holiday** \uD83E\uDEF6\uD83C\uDFFE

Acknowledge a significant day y

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