Call Centre Manager

3 days ago

South Yarra, Australia Tradeflex Services Group Full time

**Introduction**:
**About the company**:
Tradeflex is a wholly-owned and operated Australian business providing Facilities Management Services to a broad base of national companies across Australia. We have a long history of servicing a client base that spans Government authorities, Commercial, Education, Retail, Manufacturing, and Logistics sectors. Our services comprise cleaning, security, waste & recycling, grounds maintenance, pest control, sanitary, supply of capital equipment, essential services auditing, building asset maintenance, and ad-hoc & preventative maintenance.

**The role**:
We have an exciting opportunity for a Call Centre Manager with our Facilities Management Team. This role will also support the National Contracts Manager in leading, directing, and managing the business operations to support the service delivery team. Also, this role involves working closely with the Procurement Manager.

As Call Centre Manager, you will provide leadership and direction to the team and service providers, you will be responsible to manage the day-to-day activities, compliance and risk-related activities related to the management and coordination of preventative maintenance and essential services activities for Tradeflex’s clients throughout Australia. This position will directly liaise with suppliers, management, and customers.

It also includes ensuring purchased goods and services are legally compliant and meet both business and clients’ Health, Safety, Environmental and Technical requirements.

**Description**:
Key Responsibilities for the Call Centre Manager include, but are not limited to:

- Ensure Tradeflex is compliant and adheres to the contractual service level agreements.
- Coordination, management, and actioning of incoming requests (requisitions) from clients in a timely manner, in accordance with contractual KPIs
- Develop and deliver sourcing strategies consistent with the strategic direction of the business.
- Coordinate, manage and review re-tendering and RFQ processes to deliver cost-effective outcomes
- Active and continued follow-up with clients and service providers to ensure the timely completion of all requests. Implement and adhere to the escalation process.
- Reinforce procurement policies and procedures with the Facilities Services team.
- Assist in sourcing suppliers, onboarding, and maintenance of the vendor database. Ensure Vendor Master Data is maintained and accurate
- Interface with internal stakeholders to ensure vendor payments are processed in a timely manner and system data is accurate
- Promoting Tradeflex's Values and participation in ongoing business improvement initiatives to continuously enhance the Company's culture

**To be successful you will have**:

- A minimum of 5 years of experience gained in a similar role involving Facility & Operation Management
- Proven experience in the coordination and management of multi-faceted maintenance contracts
- Experience and knowledge in planning, monitoring service agreements, and associated contractor performance
- Strong attention to detail, analytical and troubleshooting skills with issue resolution skills
- Strong leadership and people management skills, planning, organising, and critical thinking skills
- Ability to work productively to deliver high-quality and cost-effective outcomes
- Be proactive and contribute to the continuous improvement of a positive and collaborative work environment
- Ability to make sound and confident decisions and excellent time management skills and ability to set priorities

**What You’re Going to Love**:

- Our culture; one team, shared success, and big ideas
- Amazing new office with city views and complete with a rooftop bar
- A professional and polished company that is proud and celebrates its achievements
- Employee of the Quarter Award, Employee Referral Program, Employee Assistance Program, etc.
- A company that is aiming big and is in a major growth mode
- A company with an enviable record of long average staff tenure
- Our great location - a five-minute walk from the station in the heart of South Yarra
- Need we say more.

How to get on board?

This role is a great opportunity to work within a team that embraces the spirit and values that makes Tradeflex a successful and growing business. Tradeflex's focus is on people, performance, and providing great customer outcomes by working together and building partnerships.

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