Contact Centre Manager

4 weeks ago

Brisbane, Australia G8 Education Full time

510562
- Brisbane, QLD, 4000
- Customer and Marketing
- Permanent Full time

Add to favourites Favourite View favourites

G8 Education is one of Australia’s largest early education and care providers, with more than 420+ centres across Australia and over 10,000 team members who are all helping shape the lives of over 42,000 children every day. Our core values of _passion, innovation, dedication, compassion_, and _integrity,_ unite us on our journey to ensure the health and happiness of future generations. We are committed to developing a culture that empowers and rewards our team of early childhood educators, teachers, leaders, and support office.

**The Opportunity**

The Opportunity G8 is currently embarking on an exciting and ambitious journey, focusing on enhancing our internal capabilities to support our National Network in achieving the best outcomes for families and the children we care for and educate. Our Family Support Team plays a crucial role in the frontline operations of G8 centers, assisting families throughout the enrolment process, managing childcare subsidies and compliance, and ensuring a smooth transition into our centers. As the **Contact Centre** Manager**, you will lead, support, and drive team success, taking responsibility for all aspects of FST and contact center operations. This role entails directly managing Regional Leads and overseeing a national cohort of agents dedicated to delivering exceptional customer support and experience, while also meeting productivity metrics throughout the early year’s enrolment lifecycle. This role can be based at either our Brisbane Support Office or our Gold Coast locaiton.

**Your day-to-day**

Every day brings new challenges and diversity to this role, as it is an integral part of the FST department's success and an essential component of our organisation's Senior Leadership Team. Your core responsibilities will include, but are not limited to:

- Leading and managing Regional Leads and FST Agents to meet operational requirements based on network-wide occupancy opportunities.
- Managing and optimizing call center productivity systems and tools, collaborating with the IT department to resolve any technical issues faced by agents.
- Supporting the leadership team in monitoring agent productivity metrics and providing actionable insights to drive continuous improvements.
- Tracking customer experience metrics and trends, and developing business improvement plans to address any shortcomings.
- Fostering a strong culture by prioritizing relationship-driven partnerships and morale.
- Participating in and representing the department as a Subject Matter Expert in various building initiatives.

**About You**

You thrive in a fast-paced and engaging work environment, valuing strong partnerships, collaboration, and a commitment to excellence. As someone who takes ownership of outcomes, you embrace the complexity and challenges that come with this role, while maintaining an agile and result-driven mindset. To be successful in this role, you should possess the following skills and experiences:

- At least 4 years of experience in a Contact Centre leadership role.
- Proven ability to balance proactive agent monitoring tasks with responsive performance analysis, identifying trends, and resolving issues promptly to ensure an optimal customer experience.
- Proficiency in operating call center technology platforms (experience with AWS Connect is desirable) and a willingness to learn specific contact center monitoring toolsets.
- Ability to analyze technical data and conduct basic end-to-end diagnostic analysis.
- Familiarity with CRM systems and their pivotal role in Contact Center operations.
- Demonstrated professionalism and ability to maintain confidentiality.
- Experience working in a fast-paced, multi-site organization.
- Strong stakeholder management and relationship-building skills.
- Exceptional written and verbal communication skills.
- Excellent time management and organizational abilities.
- Initiative-driven, capable of working independently, and confident in decision-making.

**Benefits Include**:

- Competitive salary package
- Work From Home & Hybrid working conditions encouraged.
- Flexibility to travel to both Support Office locations, Brisbane CBD and Gold Coast.
- Career development opportunities as part of a large ASX-listed company
- Flexible working arrangements and role autonomy
- Access a 50% discount on early education and childcare fees at any G8 Education Centre.
- Exclusive access to our employee benefits program covering a wide range of discounts and promotions
- G8 Education is a committed advocate for child protection, safety and wellbeing. We have a zero tolerance for any form of child abuse or harm. The safety and wellbeing of children will always be our priority and all team members are expected to embrace this shared commitment._

  • Contact Centre Manager

    5 days ago

    Brisbane, Queensland, Australia Tacticall Recruitment Full time

    Opportunity to manage your own CentreFantastic Brisbane CBD Office $180,000 p.a. + superOur client is a global, publicly listed organisation driving considerable change in their industry. With a genuine passion for putting people first, we are actively recruiting for a new Contact Centre Manager to lead their national operations from their Brisbane CBD...

  • Contact Centre Operations Manager

    3 weeks ago

    Brisbane, Australia KBH Solutions Full time

    $90K plus Super - CBD - Manage Customer Service/Sales and Membership teams Contact Centre Operations Manager required for Leading company that provide strong membership and insurance services to their customers. Managing Insurance and Customer Service Contact Staff your role requires you to support, develop, coach and drive the team to meet targets while...

  • Contact Centre Manager

    3 weeks ago

    Brisbane, Australia Bank of Queensland Full time

    **About the Role** The SupportU Team Manager is a complex role, responsible for establishing and managing the following activities, including, but not limited to: - establishing and managing a multi-brand second level support function - developing and providing intuitive reporting, for contact centre operational teams to drive uplift in banker performance...

  • Contact Centre Agent

    4 weeks ago

    Brisbane, Australia HAYS Full time

    Contact Centre agent role in Brisbane **Your new company** This organisation is committed to providing Queensland with the best service possible. They are looking to hire a Contact Centre Agent in their Brisbane office. **Your new role** Reporting to the Contact Centre Team Leader, your primary role purpose will be to deliver a specialised customer...

  • Contact Centre Supervisor

    2 weeks ago

    Brisbane, Australia National Storage Full time

    **Permanent Full Time Supervisor** **Shift Patterns can Vary Between 7am to 3pm **OR** 8am to 4pm** ***In our Contact Centre we’re passionate not just about **training** and **developing** you for the role you’re in, but **nurturing**, **coaching** and developing our employees to be the best version of themselves and setting them up for **continued...

  • Contact Centre Agent

    3 weeks ago

    Brisbane, Australia DFP Recruitment Services Full time

    **Job description**: Our client is Australia’s leading medical imaging network, they believe in working together to deliver the highest quality healthcare. This amazing organisation prides itself on providing a supportive and caring working environment, and career support and development for all of its staff. We have a number of opportunities for...

  • Contact Centre Administrator

    2 weeks ago

    Brisbane, Australia LRI Invest S.A. Full time

    The Contact Centre Administrator is responsible for being the first point of contact for a range of superannuation and retirement inquiries, including technical support and fund product information in a professional and customer focused manner. This includes: - Provision of high quality inbound and outbound client contact to existing client base, with a...

  • Contact Centre Manager

    5 days ago

    Brisbane, Queensland, Australia Bank of Queensland Full time

    About the RoleThe SupportU Team Manager is a complex role, responsible for establishing and managing the following activities, including, but not limited to:establishing and managing a multi-brand second level support function- developing and providing intuitive reporting, for contact centre operational teams to drive uplift in banker performance via...

  • Contact Centre Administrator

    5 days ago

    Brisbane, Queensland, Australia LRI Invest S.A. Full time

    The Contact Centre Administrator is responsible for being the first point of contact for a range of superannuation and retirement inquiries, including technical support and fund product information in a professional and customer focused manner.This includes: Provision of high quality inbound and outbound client contact to existing client base, with a key...

  • Contact Centre Supervisor

    5 days ago

    Brisbane, Queensland, Australia National Storage Full time

    Permanent Full Time SupervisorShift Patterns can Vary Between 7am to 3pm OR 8am to 4pmIn our Contact Centre we're passionate not just about training and developing you for the role you're in, but nurturing, coaching and developing our employees to be the best version of themselves and setting them up for continued success** with National Storage and...

  • Contact Centre Agent

    5 days ago

    Brisbane, Queensland, Australia DFP Recruitment Services Full time

    Job description: Our client is Australia's leading medical imaging network, they believe in working together to deliver the highest quality healthcare. This amazing organisation prides itself on providing a supportive and caring working environment, and career support and development for all of its staff.We have a number of opportunities for exceptional...

  • Contact Centre Consultant

    2 weeks ago

    Brisbane, Australia Queensland Country Bank Full time

    **The Role** We currently have a vacancy for a Contact Centre Consultant to join our friendly team in our Townsville or Brisbane Contact Centre. This is a full time position based on a 38 hour week. At Queensland Country Bank, our Members matter most and our frontline teams are crucial in ensuring we provide the best possible experience. As a Contact Centre...

  • Contact Centre Consultant

    5 days ago

    Brisbane, Queensland, Australia Queensland Country Bank Full time

    Put simply, we are a bank that has a distinct purpose of helping Queenslanders live better lives through better finances.About The RoleWe currently have a vacancy for a Contact Centre Consultant to join our friendly team in our Contact Centre. This is a full time position based on a 38 hour week.At Queensland Country Bank, our Members matter most and our...

  • Contact Centre Consultant

    4 weeks ago

    Brisbane, Australia Bank Australia Full time

    Posted: 14/06/2023 Closing Date: 14/07/2023 Job Type: Permanent - Full Time Location: Brisbane Job Category: Banking and Financial Services Do you want to be part of using the business of banking as a force for good? Do you want to create positive impact for people and the planet? Bank Australia is the bank for people who want to be part of a movement...

  • Contact Centre Consultant

    3 weeks ago

    Brisbane, Australia Bank Australia Full time

    Posted: 05/07/2023 Closing Date: 05/08/2023 Job Type: Permanent - Full Time Location: Brisbane Job Category: Banking and Financial Services Do you want to be part of using the business of banking as a force for good? Do you want to create positive impact for people and the planet? Bank Australia is the bank for people who want to be part of a movement...

  • Operations Manager

    1 week ago

    Brisbane, Australia Transport and Main Roads Full time

    **Some of your responsibilities will include**: - Provide professional operational leadership, coaching, guidance and management of the Customer Contact Centre to support the cost-effective delivery of TMR products and services. Ensure that appropriate development and skills programs are in place for staff to achieve agreed performance management and service...

  • Contact Centre Trainer

    3 weeks ago

    Brisbane, Australia 13cabs Full time

    07th June, 2024 The Opportunity: The NCC Trainer is responsible for all training for new and existing staff across multiple channels and skills and assessing new employees to meet a competency as outlined by the contract.This includes and is not limited to, inbound and outbound calls, email, chat and social media, This role will support...

  • Contact Centre Consultant

    5 days ago

    Brisbane, Queensland, Australia Queensland Country Bank Full time

    120 Edward St, Brisbane City QLD 4000, Australia ● 333 Ross River Rd, Aitkenvale QLD 4814, Australia ● Queensland, Australia Req #60 Put simply, we are a bank that has a distinct purpose of helping Queenslanders live better lives through better finances. About The Role We currently have a vacancy for a Contact Centre Consultant to join our friendly...

  • Manager, Velocity Member Contact Centre

    2 months ago

    Brisbane, Australia Virgin Australia Full time

    **Work type**: Full Time**Location**: Brisbane, Melbourne, Sydney**Job type**: Velocity Frequent Flyer**Applications close**: **Manager, Velocity Member Contact Centre**: **Based in Sydney (preferred) or Brisbane or Melbourne with WFH flexibility** Hello. We’re Velocity Frequent Flyer, one of Australia’s largest loyalty programs. With more than 11.5...

  • Manager, Velocity Member Contact Centre

    16 hours ago

    Brisbane, Australia Virgin Australia Full time

    **Work type**: Full Time**Location**: Brisbane, Melbourne, Sydney**Job type**: Velocity Frequent Flyer**Applications close**: **Manager, Velocity Member Contact Centre**: **Based in Sydney (preferred) or Brisbane or Melbourne with WFH flexibility** Hello. We’re Velocity Frequent Flyer, one of Australia’s largest loyalty programs. With more than 11.5...