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Contact Centre Manager

1 month ago

Melbourne, Victoria, Australia Belgravia Leisure Full time
About Belgravia Leisure

We are a leading leisure management company that delivers exceptional experiences to our customers. Our team is passionate about providing outstanding service, and we're looking for a skilled Contact Centre Manager to join us.

Estimated Salary: $85,000 - $110,000 per annumJob Description

A competitive salary is offered for this leadership role in our Contact Centre at Collingwood warehouse office. The successful candidate will be responsible for managing various channels, including voice (inbound/outbound), web messaging, SMS, and email. They will lead consultants to achieve goals and metrics, ensuring clear and engaging communication with customers.

The ideal candidate will have experience managing a team of 10-15 direct contact centre consultant reports and possess excellent leadership, people management, and team management skills. They will inspire and create enthusiasm, energy, and cooperation in others, coaching and encouraging staff to perform at their optimum level.

Key responsibilities include:

  • Managing workflow and efficiency to achieve sales/service targets through staff development and performance monitoring.
  • Developing a team of highly professional and motivated Contact Centre Consultants.
  • Assessing and addressing performance issues promptly.
  • Fostering effective relationships with venue managers and head of department staff.
Required Skills and Qualifications

To be successful in this role, you will require:

  • Contact Centre experience in a similar environment.
  • Ability to work under pressure and make effective decisions.
  • Familiarity with Microsoft Office Suite.
  • CRM experience, including Microsoft Dynamics.
  • Contact centre-specific software, such as Genesys Cloud.
Benefits

We offer a range of benefits, including:

  • Competitive Salary.
  • Flexible Work Arrangements.
  • Free Gym Membership.
  • Employee Benefits Program.
  • Opportunities for ongoing training and career development.
About the Role

This is an exciting opportunity to join our team and contribute to the growth of our contact centre expansion. As a Contact Centre Manager, you will play a key role in shaping the customer experience and driving business success. If you are a motivated and experienced leader, please apply today.