National Call Centre Manager

3 weeks ago


Sydney, Australia Employ Full time

Call Centre Management Experience - Banking
- free gym and pool and hybrid role
- Managing a contact centre of 36 and 3 team managers

A national provider of home loans and house hold name and market leader is seeking and experienced National Call Centre Manager in banking managing up to 40 agents with the help of 3 team leaders reporting to them.

You will inspire and drive outcomes and lead and guide your team leaders to drive positive customer interactions through their respective team members.

Our Call Centre is open 7 days a week with operating hours from 8:00am to 8:00pm Monday to Friday and 9:00am to 5:00pm on weekends and Public Holidays. You manage overall workings of the call centre and work a 5 day working week and support and drive your management team to achieve the desired outcomes.

You will lead and inspire your team driving results, handling escalations and maintaining customer service levels and standards. You will engage, motivate and develop your team, leading by example and providing guidance and training where required. You will drive quality of service throughout your team and maintain and meet client service level requirements.

**Role Summary**

Accountable for the effective operation of a national call centre and its leadership, you will maximize performance and ensure that service standards are met and maintained. Ensure a high level of service is provided at all times while providing mentorship to the team leaders - promoting and encouraging team work and morale.

**Role requirements**:

- Develop a team culture with a high service ethics to ensure the achievement of service standards, and providing a consistently high level of customer service to customers
- Conduct weekly team management meetings addressing performance and call centre metrics
- Provide regular feedback to the CEO on the contact centre performance and key client stakeholders
- Service level management and call queue management
- Provide day to day support to team managers
- Ensure that appropriate training and development plans are developed and implemented across the team
- Conduct regular performance management activities, ensuring that succession planning, performance planning and performance appraisal processes are adhered to
- Hold regular team meetings and stand ups, ensuring that all staff participate, recognise, contribute and receive updates on business performance

**Experience**:

- Previous Call Centre Management experience is essential and familiar with call centre dynamics and metrics and driving out performance SLA's.
- Banking experience is essential and a requirement for this role
- Strong leadership skills and enthusiastic attitude to customer service
- Excellent communication and relationship building skills
- Demonstrated ability to drive results through coaching, training & mentoring
- Strong organisational skills and ability to identify issues and solve problems
- Ability to handle escalated complaints and build customer relationships
- Bubbly energetic personality that is passionate about their people



  • Sydney, Australia Hudson Australia Full time

    Senior leader to oversee the operations of a high profile National Contact Support Centre operation in the social services sector. Our client has an opportunity for a senior leader to oversee the operations of a national Contact Support Centre operating in the social services sector. The Centre provides information and advice to the public to assist in...

  • Call Centre

    8 months ago


    Sydney, Australia KPR Solutions Full time

    Various Sydney NSW locations - Multiple positions available Temp and Perm - Competitive Hourly Rates We are currently seeking enthusiastic and driven Call Centre Operators. Whether you're looking for a temporary or permanent position, we have great opportunities available for you. **About you**: - Ability to handle relevant administrative tasks...


  • Sydney, Australia PERSOLKELLY Full time

    PERSOLKELLY are in partnership with our client based in Preston's looking for an experienced Call Centre Manager who specialise in global tech protection and support provider trusted by some of the world's biggest brands including telco's, retailers and banks to ensure their customers have continuous connection to the technology that enriches their...


  • Sydney, Australia Employ Full time

    Hybrid role - office is based in Rhodes - Temp to perm opportunity - paying $32.05 per hour + super - Call monitoring and coachinf experience required A leading national mortgage provider is seeking an experienced QA person to work with their national call centre, providing coaching, feedback and ensuring all calls managed, meet the compliance...


  • Sydney, Australia Employ Full time

    Must have banking call centre team leader experience - free gym and pool and hybrid role - Managing a team of 12 - 15 - immediate start A national provider of home loans and house hold name and market leader is seeking and experienced banking inbound call centre team leader who has worked in a call centre team leading role previously. You will be one of 3...

  • Call Centre Agent

    3 days ago


    Sydney, Australia Lotus People Full time

    Start immediately! Exciting 3 month temporary position with potential to extend - Provide valuable support to customers in this fast paced, call centre role! - Sydney CBD offices, with opportunity to work from home 3 days a week! - $35- $37 per hour + super depending on experience, full time hours **ABOUT THE COMPANY** Lotus People are delighted to be...


  • Sydney, Australia Employ Full time

    Must have banking call centre team leader experience - Stable work history is critical - Managing a team of 12 A national provider of home loans and house hold name and market leader is seeking and experienced banking inbound call centre team leader who has worked in banking. You will be one of 3 team leaders managing your own team of 12 customer service...

  • Call Centre Officer

    2 weeks ago


    Sydney, Australia PERSOLKELLY Full time

    PERSOLKELLY are in partnership with one of our clients and are looking for Emergency Call Centre Agents to join their team in Eastern Suburbs location. Your role will be to provide an exceptional customer service experience. **ABOUT THE ROLE** PERSOLKELLY are in partnership with one of our clients and are looking for Emergency Call Centre Agents to join...

  • Call Centre Officer

    1 week ago


    Sydney, Australia Employ Full time

    Temp to perm position with full-time hours - Inbound Banking Customer Service role - Starting late August This role is with a national provider of home loans who are seeking a number of customer service operators to join their expanding team. This position involves dealing with inbound calls only - **No sales! **You will be answering home loan inquiries,...

  • Call Centre Officer

    6 days ago


    Sydney, Australia PERSOLKELLY Full time

    PERSOLKELLY are in partnership with one of our clients and are looking for Emergency Call Centre Agents to join their 24/hour team based within Sydney's Eastern suburbs. Your role will be to provide an exceptional customer service experience. **PERSOLKELLY** brings together the legacy and experience of four organisations that shaped the staffing landscape...


  • North Sydney, Australia Invocare Full time

    Are you a visionary leader with a passion for delivering exceptional customer experiences? InvoCare is a leading provider of funeral services across Australia, New Zealand, and Singapore, renowned for our private memorial parks, crematoria, and pet cremation services, we are looking for an innovative and dynamic Custoer Contact Centre leader to revolutionise...

  • Call Centre Operator

    7 months ago


    Sydney, Australia HAYLO People Full time

    Great career paths and opportunities for progression - Work with a supportive and fun team - Exciting Opportunity in Sydney CBD Location This is a fantastic role if you are looking to start your career and want to help people across the community. Our client is looking for a Receptionist/ Call Centre Operator who will be based in Sydney CBD. **The role** -...


  • Sydney, Australia Talent Web Full time

    Stunning new CBD Offices & WFH - Bonus & great perks - Growing team My client is one of the worlds leading Insurers and is on the search for a Head of Call Centre Operations. This is a very exciting time to be joining in their growth period. This role has a small team currently but you will have the beauty of building a larger team of your own and putting...

  • Call Centre Agent

    7 months ago


    Sydney, Australia Mayday Recruitment Full time

    Stunning Sydney CBD Offices - right next to public transport - Temp role until 31st December with the view to extend - Work with an amazing team that makes a true difference Join a fantastic Award-Winning Not-For-Profit and assist with an amazing community-focused project. **What’s in it for you**: - Work for an employer who values its team - Weekly...

  • Customer Service

    7 months ago


    Sydney, Australia Public Sector People Full time

    3 month temporary contract with view to go permanent - $36.18 ph + Super - Join a busy local government organisation to be part of their call centre team! Public Sector People are partnering with a well-known local government organisation to recruit for 3x customer service officers in their call centre. About the role: - 3 month temporary contract with...

  • Call Centre

    3 weeks ago


    Sydney, Australia Norwest Recruitment Full time

    **Call Centre Officer** - Large Global Company** - $33 p/hour + S - 6 Month Temporary Assignment - Liverpool Area - Immediate Start! Our client in the Liverpool area is seeking an experienced Spare Parts Officer to join their team for a 6 month assignment. You will be available to commence immediately and see out the 6 month opportunity. **Main...


  • Sydney, Australia Keegan Adams Full time

    Growing team & opportunity to progress in a Global, award winning business - Lead the Sydney Call Centre & enhance their positive & engaging team culture - Salary negotiable for experience (Up to $115k + super) | Hybrid working **The Opportunity**: Our client is a highly regarded, Global Financial Services firm with significant presence in the Australian...

  • Call Centre

    3 weeks ago


    Sydney, Australia Norwest Recruitment Full time

    **Call Centre Officer** - Large Global Company - 6 Month Assignment!** We are currently recruiting for a large reputable organisation in the Liverpool area, that is looking for an experienced Call Centre Officer for a period of 6 months with potential extension. Ideally, we are looking for an immediate start. **Key benefits**: - Reputable company in...


  • Sydney, Australia Daikin Full time

    The Opportunity Daikin, a world leader in air conditioning solutions is seeking to appoint a Call Centre Representative to join our growing team based in Sydney. Ideally you will possess a natural eye for detail, be customer focused and possess initiative working as part of a close-knit team. Duties will include: Responsible for answering and dealing with...


  • Sydney, Australia PERSOLKELLY Full time

    PERSOLKELLY are in partnership with one of our clients and are looking for Emergency Call Centre Agents to join their team in Eastern Suburbs location. Your role will be to provide an exceptional customer service experience. **ABOUT THE ROLE** PERSOLKELLY are in partnership with one of our clients and are looking for Emergency Call Centre Agents to join...