Contact Centre Manager

2 days ago

Ballarat, Victoria, Australia beBeeLeadership Full time $93,350 - $103,800
Senior Leadership Position

Our organization is dedicated to delivering exceptional services to the community.

Job Overview

This is a senior leadership position within our department, responsible for managing a team of contact centre professionals.

The successful candidate will have extensive experience in leadership, coaching, and people management in a contact centre environment, as well as sound knowledge of legislation and policies administered by Consumer Affairs Victoria.

The role involves providing information and advice to consumer queries and complaints, identifying and responding to issues in the marketplace, capturing and recording information, delivering dispute resolution, and escalating matters to other parts of the group.

The Team Manager will work closely with other managers to promote an operational understanding of the Team's success within the Whole of Victorian Government Contact Centre.

Key responsibilities include:

  • Providing information and advice to consumer queries and complaints
  • Identifying and responding to issues in the marketplace
  • Capturing and recording information
  • Delivering dispute resolution
  • Escalating matters to other parts of the group

Requirements include:

  • Leadership, coaching, and people management experience in a contact centre environment
  • Sound knowledge of legislation and policies administered by Consumer Affairs Victoria
  • Ability to operate computerised information and contact centre systems

Preferred qualifications include:

  • Qualifications or equivalent experience in a contact centre environment
  • Knowledge of dispute resolution and legislative enforcement activities

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