National Contact Centre Manager

3 weeks ago

Melbourne, Australia Austcorp Executive Full time

Melbourne Based
- National Responsibility
- $130K-$145K Package

This growing APAC Provider of Facilities and Technical services to Corporate, NFP, Institutional and Government clients is seeking a skilled and customer-orientated National Contact Centre Manager to lead a small team logging and dispatching service technicians on reactive maintenance and breakdown repairs to a wide variety of buildings.

**Why Apply**

This growing APAC service provider is well-renowned within the Facilities, Infrastructure and Asset Management sectors. Experiencing major growth in client demand and ongoing maintenance solutions support across Australia this firm operates across a range of diverse industry sectors from Commercial Offices, State / Federal Government, and Education to Telecomm’s Infrastructure.

**Base Criteria**

Ideally holding a Degree in Business Management, with 5+ years Contact / Service Centre Management experience, along with strong interpersonal relationship development skills. You will strong client relationships skills, knowledge of call and job logging systems, and able to interpret SLA’s and response times to ensure timely allocation of resources to meet client needs.

**Outline Duties / Knowledge**
Support their ongoing delivery of market-leading services and projects, by providing class-leading response to breakdowns and repairs, ensuring your team is providing basic fault identification with the caller and ascertaining who is required, then ensuring that the right technicians are dispatched in a timely manner, calls logged and work orders closed out.

Key to this role is the ability to manage a small team, strong client relationship skillsets, the ability to allocate resources and handle escalated issues and influence stakeholders.

**Skills and Attributes**
- 5+ years’ experience in managing the delivery of services / contact centre management within a telecommunications provider, aged care provider or a facilities / engineering services provider supporting Commercial Offices, Utilities, Hospitals, Government or Industrial premises.
- An excellent communicator, with strong English skills - including negotiation, influencing and stakeholder management.
- Strong systems knowledge on CMMS systems such as: - SAP, Mex, Maximo, Pronto, or a similar CMMS

For further information, please contact members of our Built Environment / Facilities team running this role on
**T: (08) 6316 3200**
- **Stuart McKenzie, APAC Operations Lead - Built Environment / Sustainability** or
- **Shannon Walsh, APAC Resourcer - Built Environment / Sustainability**

**_ _**

**_Deal with experienced professionals, AustCorp’s FM lead recruiters have over 85 years industry experience_

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