Associate Director of Contact Centres

1 week ago

Sydney, Australia Six Degrees Executive Full time

Location:
- Sydney- Job Type:
- Permanent- Salary:
- $230000 - $260000 per annum, Benefits: Bonuses + Car Space- Contact:
- Ben Maurer- Fast paced, multi-site Call Centre leadership role, large Inside Sales team
- High growth, fast paced professional services & SaaS, SME focus
- Strategic leadership driving operational growth & daily cadence

**The Business**

An incredibly successful business founded in Australia only 10 years ago and now part of a global group that provide essential professional services and a technology platform to small business owners (the largest employment sector in Australia), their rarely seen growth journey evidence of meeting a need that provides business owners certainty. With over 800 employees across ANZ, 3500+ globally and 30,000+ customers locally, this is a well-oiled machine and the very definition of a high-performance and founder-led global organisation that not only has a strong sense of purpose & values but also an incredible culture offering career pathways, reward & recognition and is constantly looking for continuous improvement to the benefit of its customers and employees.

**The Role**

Reporting to the Commercial Director this business critical role has been created to add depth to the senior leadership team, driving operational growth & performance improvement in a fast-paced in inside sales contact centre environment managing 3 call centres with over 90 staff. Managing and developing the leadership level below and being a strong 2IC to the Commercial Director, this is both an operational role balancing daily performance and cadence as well as elevating to a more strategic level using data to identify enhancements to an existing playbook, collaborating closely with a well resourced digital marketing team that feed MQL through the funnel and a large field sales team who execute conversions as well as Talent and Training support to ensure worforce planning & rostering excellence, reduced churn / retention and implementing global best practice call centre operations in partnership with peers in international markets.

**The Person**

You will be a senior call centre professional who's developed your expertise through a career of leading large contact centre operations and have a passion for driving operational excellence, harnessing and developing talent and achieving results through people. You'll be a culture builder who can energise, inspire & motivate diverse teams to high performance levels by coaching & developing leaders and thrive in a fast-paced inside sales environment whilst bringing strategic thinking and senior stakeholder & cross-functional influencing skills to lead operational growth in what is the engine-room of the business. Data is the foundation of performance management and central to informed decision making so you'll be able to demonstrate high level analytical skills and a strong track record of data based decision making through Power BI, Salesforce dashboards and advanced Excel skills. Experience with various call centre systems such as Genesys Cloud Platform, skip-trace and QA monitoring software, CX enhancement, sales operations excellence are essential as is the experience working with digital marketing and lead generation teams to constantly monitor and improve the quality of campaigns and MQL.

To be considered, the following is essential:

- Highly developed leadership skills, hands-on and in the detail but also strategic and outcome focused.
- A passion for people & proven track record of developing talent, best practice and capability
- Min 5 years leading leaders in contact centres & high level expertise in contact centre systems and operations
- Strong sales operations leadership and continuous improvement experience in contact centres managing large teams
- Extremely strong commercial, numeric & analytical skills (eg advanced Excel & Power BI), highly numbers & results driven, accountable
- Confident and clear communication skills, an ability to inspire and motivate large teams whilst remaining humble
- Inspirational leadership style, values led and customer centric
- Tertiary qualifications preferred

**Culture & Career**

Based in Sydney's CBD HQ, this is an office based role that comes with an extraordinary range of benefits ranging from your own car space to a multitude of discounted products and services as well as potential career pathways locally via succession planning or global opportunities for high performers. You'll work with an incredibly passionate group of people who enjoy a challenge and solving problems, a true high-performance & high-energy culture that cares about people, engagement & adding value to customers.

Six Degrees are the retained partner for this search, any direct enquiries will be channeled back to us. To be considered please APPLY NOW, only Sydney based Australian citizens or Permanent Residents will be considered and if you have any questions prior to applying, please reach out to Ben Maurer vi

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