Contact Centre Operations Manager

3 days ago

Brisbane, Queensland, Australia beBeeLeadership Full time $90,000 - $120,000
Contact Centre Team Leader Job Description

Join a leading organisation as a Contact Centre Team Leader, where you will play a pivotal leadership role within the Customer Service leadership team. Your primary responsibility will be to inspire and guide a team of Customer Service Officers across multiple locations to deliver outstanding, multi-channel customer service.

As a seasoned leader, you will champion a culture of excellence by leading from within through coaching, mentoring, and empowering your team to exceed customer expectations and bring company values to life in every interaction.

Key aspects of this role include collaborating with cross-functional teams to drive service performance, identifying opportunities to improve processes, elevating customer experience, and promoting strategic value across the organisation.

With strong leadership presence, you will manage escalations with confidence, foster team engagement, collaborative culture, and support the professional growth of your people.

Responsibilities
  • Lead a team of Customer Service Officers to deliver exceptional customer experiences
  • Develop and implement strategies to improve customer satisfaction and loyalty
  • Collaborate with cross-functional teams to drive business outcomes and process improvements
  • Coach and mentor team members to enhance their skills and performance
  • Manage escalations and conflicts effectively
Requirements
  • Considerable experience leading a multi-channel contact centre team in a fast-paced environment
  • Excellent people leadership skills with a proven ability to coach, mentor, and motivate team members
  • Strong problem-solving, conflict resolution, and decision-making skills
  • A customer-first mindset with demonstrated success in delivering service improvements and customer value
  • Experience working in a peer leadership team, collaborating to manage change, lead initiatives, and inform strategy
What We Offer
  • Flexible working arrangements to support work-life balance
  • Opportunities for career growth and professional development
  • Competitive remuneration package including salary and benefits
  • Recognition and reward for outstanding performance
Additional Information

This is a full-time 12-month contract position based at our Southern Corporate Centre in Mango Hill. The successful candidate will be required to undergo pre-employment checks, including verification of criminal history, drivers licence and driving history, alcohol and other drug screening.

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