Contact Centre Manager

5 days ago

City of Melbourne, Australia G.D. Mitchell Enterprises Pty. Ltd. Full time

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?

- Meaningful Work:Help provide delicious, healthy meals to time-strapped individuals and those dedicated to wellness.

- Comprehensive Training:Dive into a four-week training program that combines classroom learning with hands-on experience.

- 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, fully subsidised Fitness First Platinum gym membership, secure parking, themed events and family fun day, Employee Assistance Program and discounted private health insurance.

Job Description

About the Role:

As Contact Centre Manager, you’ll lead and manage our Melbourne contact centre, ensuring daily operations run smoothly and our customers receive exceptional service. You’ll lead a team of 6-8 direct reports within a site of over 100 staff. You will empower Team Leaders and consultants, foster a culture of continual improvement and collaborate across departments to deliver on Lite n’ Easy’s mission of building trusted, long-term relationships.

Key Responsibilities:

- Lead, mentor, and develop a high-performing team to deliver operational strategy and maximise performance.

- Drive continual improvement in service levels, processes and procedures.

- Collaborate with internal teams (WFM & Real time, Training, Customer Support, IT, Marketing, People & Culture) and external partners (Genesys, LivePro, Datacom).

- Manage call quality, resolve customer complaints and promote employee engagement.

- Manage a budget and contribute to strategic planning and execution aligned with company goals.

- Foster cross-functional collaboration and a positive, productive team environment.

- Champion professional development and growth for yourself and your team.

About You:

- Minimum 5 years’ experience managing contact centre teams (50+ employees).

- Experience in outsource environments (BPO’s) highly regarded.

- Proven ability to lead, develop and motivate high-performing teams.

- Strong understanding of call routing and IVR environments (Genesys Cloud experience preferred).

- Excellent communication, stakeholder management and business acumen.

- Analytical mindset, customer-centric approach and resilience under pressure.

- Ability to prioritise, manage multiple tasks and drive results.

- Commitment to continuous improvement and professional development.

Join our team

If you’re a proven achiever who thrives in fast paced environments and is passionate about excellence and continuous improvement, we want to hear from you. Join us and make a meaningful impact as part of our high-performing team.

Please note: Only applicants with unrestricted Australian work rights will be considered for this opportunity.

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