Contact Centre Leadership Role

2 days ago

Sydney, New South Wales, Australia beBeeLeadership Full time $200,000 - $250,000
Job Title:

Director of Contact Centre Services

Job Description:

We are seeking a visionary leader to oversee the delivery of exceptional technical support and customer outcomes in our contact centre managed service operations. As Director, you will lead a team of contact centre technologists, supporting innovative ways of working and a culture of continual learning.

You will be responsible for overseeing the support of all Enterprise and Business contact centre managed services clients, including Federal Government, in a multi-vendor environment. This involves managing the delivery of services to customer contracts, ensuring compliance with service levels and contractual deliverables.

In this role, you will drive market growth through service differentiation and innovative service offerings. You will promote the implementation of automation, efficiencies, and continuous service improvements, ensuring industry-standard methodologies are followed.

As a strategic leader, you will combine vision with hands-on execution, driving process improvement, simplification, and margin growth while fostering strong vendor and customer relationships.

Required Skills and Qualifications:
  • Developing and implementing effective short and long-term strategies for managing contact centre technologies and solutions.
  • Leading large teams and developing strong vendor relationships and promoting service differentiation.
  • Exceptional communication skills with the ability to build trusted relationships at senior and C-suite levels.
  • Demonstrated ability to drive innovation and implement automation in technical operations.
  • Proficient in industry standard methodologies (DevOps, ITIL) and a dedication to continuously improving services.

Experience managing 24 x 7 operations across multiple global locations, focusing on efficiency, performance, and customer service levels is highly desirable.

Benefits:

We offer a dynamic and inclusive work environment that values diversity and individual differences. Our commitment to equal employment opportunity ensures that our application process provides an equal chance to all job seekers.

How to Apply:

If you require any adjustments or accessibility support to participate fairly and equitably in the recruitment process, please contact us.

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