Call Centre Director

1 day ago

Melbourne, Victoria, Australia beBeeLeadership Full time $95,000 - $135,000

Job Title: Call Centre Manager

A highly skilled leader is required to manage the day-to-day operations of our contact centre. This role will ensure efficient, effective and high-quality participant recruitment.

The successful candidate will lead a performance culture in the team to deliver booking targets of high-quality participants for our studies. They will develop strategies to optimize call centre operations, ensuring productivity and quality.

Additionally, they will monitor and evaluate call centre performance, implementing improvements as needed. They will also drive new ways of working to improve efficiency and effectiveness of the Participant Recruitment team.

Key Responsibilities:

  • Achieve targets by managing resources effectively
  • Improve operational efficiency through process optimization
  • Maintain high levels of quality assurance through regular evaluation
  • Encourage innovation to improve customer engagement
  • Cultivate collaboration with cross-functional teams
  • Develop comprehensive reports to inform business decisions
  • Enhance team performance through leadership and training
  • Maintain participant satisfaction and trust by responding to concerns promptly

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