Manager, Contact Centre

6 months ago

Newcastle, Australia SS&C Full time

SS&C is a global provider of investment and financial services and software for the financial services and healthcare industries. Named to Fortune 1000 list as top U.S. company based on revenue, SS&C is headquartered in Windsor, Connecticut and has 20,000+ employees in over 90 offices in 35 countries. Some 18,000 financial services and healthcare organizations, from the world's largest institutions to local firms, manage and account for their investments using SS&C's products and services.

**Job Description**:
SS&C GIDS - Manager, Contact Centre

Company Overview

SS&C is a global provider of investment and financial services and software for the financial services and healthcare industries. Named to Fortune 1000 list as top U.S. company based on revenue, SS&C is headquartered in Windsor, Connecticut and has 20,000+ employees in over 90 offices in 35 countries. Some 18,000 financial services and healthcare organizations, from the world's largest institutions to local firms, manage and account for their investments using SS&C's products and services.

Reports to: Executive Manager, Member Experience

Opportunity snapshot: The primary responsibility of the Manager, Contact Centre is to lead Contact Centre teams.

Role Responsibilities:
Operational Execution:

- Contribute to and implement operational plans that deliver towards the outlined by the Executive Manager, Member Experience to achieve operational objectives.
- Oversee day-to-day contact centre activities, ensuring adherence to performance metrics and service level agreements.

Team Leadership:

- Provide leadership to contact centre agents, fostering a member focussed and high performing culture.
- Conduct regular performance reviews, coaching sessions, and training programs to enhance team capabilities.

Workforce Management:

- Contribute to workforce planning capabilities that enable optimisation of staffing levels, scheduling, and resource allocation.
- Implement plans for efficient workload distribution and real-time adjustments to meet service demands, particular in planned seasonal periods and during unplanned events.

Quality Assurance:

- Provide coaching to staff members reflecting the outcome of call quality reviews that improve collective and individual performance over time.
- Identify skill gaps and training needs within the contact centre team, working to develop targeted training programs.
- Foster a culture of continuous learning, encouraging professional development opportunities for team members.

Continuous Improvement:

- Identify process inefficiencies and areas for improvement, implementing solutions to enhance overall contact centre performance.
- Collect and analyse data to recommend enhancements to processes, systems, and employee skills.
- Deliver improvements in contact centre performance metrics through the continuous improvement review and roll out of new technologies and processes.

Member Experience:

- Implement strategies to enhance customer satisfaction, including personalized interactions and efficient issue resolution.
- Act as a point of contact for escalated customer issues, ensuring swift resolution and customer retention.

Reporting and Analytics:

- Maintain comprehensive reports on contact centre performance, presenting insights to senior management.
- Analytical mindset with the ability to analyse data, identify trends and make data driven decisions.
- Proficiency in contact centre technologies and tools, including call centre software and workforce management platforms.

Training and Development:

- Ensures Contact Centre employees are up to date with compliance, products, services, administration and investments through communication, training, and development.
- Collaborate with the Executive Manager, Member Experience to design and deliver ongoing training programs for contact centre staff.
- Promote a culture of continuous learning, ensuring that team members are equipped with the latest product and service knowledge.

Communication and Collaboration:

- Communicate updates, changes, and expectations to the contact centre staff in a clear and timely manner.
- Maintain strong lines of communication with key stakeholders to ensure the continued smooth operation of the contact centre.

Onboarding and Training:

- Collaborate with HR to create training materials and conduct induction sessions, focusing on company policies, procedures, and customer service standards.

Unless explicitly requested or approached by SS&C Technologies, Inc. or any of its affiliated companies, the company will not accept unsolicited resumes from headhunters, recruitment agencies, or fee-based recruitment services. SS&C offers excellent benefits including health, dental, 401k plan, tuition and professional development reimbursement plan. SS&C Technologies is an Equal Employment Opportunity employer and does not discriminate against any applicant for employment or employee on the basis of race, color, religious creed, gender, age,

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