National Contact Centre Manager

3 weeks ago


Melbourne, Australia Frazer Tremble Executive Full time

12mth Fixed-Term Contract | Hybrid | Melbourne CBD
- Work-Life Balance, Inclusive Work Culture, Great Benefits
- Lead a dynamic team | Innovate & experiment | Drive Continuous Improvement
- 12mth Fixed-Term Contract | Hybrid | Melbourne CBD
- Work-Life Balance, Inclusive Work Culture, Great Benefits
- Lead a dynamic team | Innovate & experiment | Drive Continuous Improvement

**Our Client**
Our award-winning clients have been leaders in their field for over 85 years. This longevity has been achieved through constant evolution and placing innovation at its core.

As the
**National Contact Centre Manager**, you will lead a small and nimble team to deliver exceptional customer care through their inbound and outbound contact centres as well as co-designing service improvements in response to evolving customer needs.

Reporting to the Head of Client Intake & Care, you will play an integral role in driving and supporting strategic planning, continuous improvement and day-to-day team leadership. You will be responsible for inspiring and motivating the team to deliver exceptional customer care and bring a passion for training and coaching to support and upskill agents.

**About you**
- You have a passion for _leading, coaching & inspiring_ teams within a fast-paced contact centre environment to deliver exceptional service
- You thrive within an entrepreneurial environment that embraces ambiguity and experimenting with ideas, and enjoy having the freedom to develop service and CX improvements
- You’re a ‘storyteller’ who can convincingly communicate ‘the why’ to your team and inspire them to deliver to service standards and KPIs
- You use data to inform your decision-making and develop insights to deliver tactical and strategic changes to enhance customer experience
- You’re a systems thinker who is logical and methodical, with an adaptable mindset and outstanding organisational and planning skills as you help to prioritise to align with business priorities

**Experience that will make you stand out**:

- You have demonstrated experience in people management - Leading, coaching, mentoring, and performance management
- You have a drive for continuous improvement and experience designing and conducting improvement initiatives, gathering feedback and insights to inform recommendations to enhance employee and customer experience
- You have strong coaching skills and experience developing learning materials and tools that increase the skills and capability of your team
- _Nice to have's?_ Experience with vendor management, lean start-up experimentation or Human Centered Design experience

We aren't looking for someone who "ticks all boxes", so if you feel you have something unique to offer, we encourage you to apply

**How to apply**
For a confidential discussion about the role, please reach out to
**Abby Chambers**, Recruitment Consultant at Frazer Tremble Executive on
**0436 811 619** or

Alternatively, click below to apply.



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