National Contact Centre Manager

4 months ago

Melbourne, Australia Lite n’ Easy Full time

**Introduction**:
Are you ready to be part of something bigger? At Lite n' Easy, we are not just about meals; we are about transforming lives through better eating habits. We make it effortless for Aussies to embrace healthier choices, whether they are on a weight loss journey or simply aiming to maintain a balanced lifestyle. As a team, we pour our passion into crafting meals that are not only nutritious but also bursting with flavour.
What's in it for you?
- Build a new team: You will be instrumental in the building of a new Contact Centre team.
- Meaningful Work: Help provide delicious, healthy meals to time-strapped individuals and those dedicated to wellness.
- Comprehensive Training: Dive into a two-week training program that combines classroom learning with hands-on experience. Our next intake starts on Monday 4th of November 2024.
- Supportive Environment: Work alongside passionate individuals in our Melbourne CBD office (2min walk from Melbourne Central Train Station plus you’ll be right above a bustling retail precinct with over 50 retail stores)
- Benefits: Discount on food products, themed events and family fun day, Employee Assistance Program and discounted private health insurance.
- Flexible Work: Work from home flexibility available upon successful completion of probation.

**Description**:
**About the Role**:
Due to expansion within our leading business, we are seeking a dynamic and experienced manager to lead our Contact Centre Departments across multiple states based at our brand-new office at the iconic QV Building in Melbourne CBD. Your ability to foster strong relationships and implement best practices will be vital to achieving and exceeding performance standards. Reporting to the Group Contact Centre Manager, you will drive performance excellence, optimise customer service delivery and drive a culture of continuous improvement.
**Key Accountabilities**:
Lead, mentor, and oversee high-performing teams to consistently execute the operational strategy of the National Contact Centre and the broader Lite n’ Easy business, ensuring alignment with strategic objectives.
Directly coach and guide three Operational Managers while collaborating effectively with the broader Contact Centre Leadership Team to drive organizational success.
Develop and implement the National customer service strategy, ensuring alignment with the company's overarching goals and objectives.
Build and maintain robust working relationships with both internal and external stakeholders to achieve operational excellence through strategic collaboration.
Enhance employee retention and minimize absenteeism by leading initiatives that drive engagement and satisfaction.
Champion and endorse initiatives aimed at strengthening staff engagement and advancing a positive business culture.
Adhere to the annual budget for the National Contact Centre, ensuring alignment with financial forecasts to meet staffing needs and achieve operational objectives.
**About You**:

- A minimum of 5-10 years of experience in senior leadership roles within contact centres, with a strong emphasis on driving operational excellence.
- Demonstrated expertise in team leadership, coaching, and employee engagement, with a proven track record of fostering a positive and productive workplace culture.
- Extensive experience managing multi-site, multi-media contact centre operations involving over 100 agents.
- Proficient in working with call routing systems, IVR environments, and bots, with a preference for experience with Genesys Cloud.
- Strong technical acumen with the ability to comprehend complex systems, workflows, and technical documentation, and effectively communicate these concepts to non-technical stakeholders.
- Exceptional analytical and reporting capabilities, including experience with advanced tools such as Power BI, Tableau, or similar platforms.
- Meticulous attention to detail, with a focus on maintaining high standards of quality, delivery, and results.
- Proven ability to communicate effectively across all organizational levels, demonstrating excellence in both written and verbal communication.

If you're excited to take on your next challenge, then click “Apply” and join us in driving operative success and positioning our organisation at the forefront of our industry
**Please note**: Only Australian Citizens or Residents are eligible to apply.

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