Customer Service Operations Manager

5 days ago


City Of Monash, Australia Mazda Australia Pty Ltd Full time

About the Role:

Mazda Australia is seeking a highly motivated and experienced leader to oversee the Customer Call Centre, ensuring operational excellence.

As the Contact Centre Manager, you will be responsible for managing two teams, providing high levels of customer service and operational efficiency while driving performance and fostering a positive work environment.

This position requires a full-time presence in the office, five days a week, promoting effective teamwork and collaboration.

Key Responsibilities:

  • Develop and implement strategic initiatives to achieve the National Call Centre's objectives
  • Provide day-to-day leadership to the Customer Call and Loan Vehicle teams to meet budgetary and KPI targets
  • Manage third-party service providers and collaborate with National Customer Support Division (NCSD) Managers to address enquiries and ensure performance targets are met
  • Engage with internal and external stakeholders to achieve departmental and organisational objectives, monitoring key programmes and adjusting as necessary for desired outcomes
  • Provide input into the annual budget, focusing on cost containment without compromising service, and ensure timely and effective reporting at all organisational levels
  • Assist in managing the Early Alert Process for timely resolution of enquiries

About You:

We are seeking an experienced leader with a tertiary qualification, preferably in a business-related field, and at least 5 years of experience managing a customer service call centre.

Your strong communication and negotiation skills, combined with proficiency in the Microsoft Office Suite, make you well-equipped for this role.

In this fast-paced environment, you excel at managing strategic initiatives, providing leadership to your teams, and ensuring effective reporting.

You are not just a manager; you are a leader ready to drive excellence in customer service.

About Mazda Australia:

Welcome to Mazda Australia, where innovation and passion converge to redefine the automotive experience.

As a key player in the Mazda Motor Corporation, we're committed to crafting vehicles that embody style, performance, and cutting-edge technology.

Join us and be part of a legacy that drives excellence on the roads and in the hearts of driving enthusiasts.

Benefits:

You will receive an assigned vehicle and enjoy exclusive benefits, including new car discounts, Employee Demo Vehicle Program, annual bonus eligibility, 17.5% annual leave loading, and a range of perks such as weekend loan cars, uniform allowance, and more.



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