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Contact Centre Manager

2 months ago

Melbourne, Victoria, Australia Ingenico Group Full time
About the Role

We are seeking a highly skilled and experienced Contact Centre Manager to lead and manage our Helpdesk teams at Ingenico Group.

Key Responsibilities
  • Lead, inspire, and motivate a team of technical support representatives to meet or exceed performance targets, enhance individual and team capabilities, and foster a positive work environment.
  • Oversee daily operations of the Helpdesk contact centres, ensuring effective utilisation of resources, adherence to service level agreements, and achieving performance targets.
  • Develop and implement strategies to enhance contact centre operations, including optimising agent productivity, streamlining workflows, and improving customer/merchant satisfaction.
  • Recruit, train, and coach contact centre agents, ensuring they have the necessary technical skills and product knowledge to provide excellent customer/merchant support.
  • Establish and implement performance evaluation systems to regularly assess agent performance, identify areas of improvement, and provide feedback to enhance their skills and performance.
  • Act as the point of escalation for complex issues and assist contact centre agents in resolving challenging customer/merchant problems.
  • Collaborate with other areas of the business, such as field service and quality assurance, customer operations to identify customer pain points and suggest enhancements or process improvements.
  • Maintain contact centre technology infrastructure, including telephony systems, call routing software, and customer relationship management tools, to ensure optimal performance.
  • Analyse contact centre metrics, generate reports, and use data-driven insights to identify patterns, trends, and areas for improvement in service quality and customer satisfaction.
  • Implement strategies to drive customer loyalty and minimise customer/merchant complaints, ensuring the contact centre delivers a superior experience.
  • Stay updated with advancements in relevant technology and industry trends to maintain a competitive edge and make well-informed recommendations for process improvement.
Requirements
  • In-depth knowledge of Helpdesk & technical support principles, processes, and best practices
  • Strong understanding of contact centre operations and management
  • Strong leadership skills to motivate and guide a team of Helpdesk & technical support agents.
  • Knowledge of customer service principles and strategies to provide exceptional customer/merchant experiences.
  • Understanding of performance metrics and the ability to track and measure team performance.
  • Continuous learning and desire to stay updated on the latest technologies and industry advancements.
Preferred Qualifications
  • Proficient in utilising contact centre software and systems in particular AWS Connect.
  • Understanding with customer relationship management (CRM) platforms
  • Outstanding communication and interpersonal skills to effectively interact with both customers and team leaders & members.
  • Solid organisational and time management abilities to prioritise tasks and ensure efficiency.
  • Skills in using Microsoft products such as Access, Word and Excel
  • Ability to multitask and remain calm under pressure, especially during peak hours or intense situations.
  • Excellent problem-solving skills and ability to understand technical issues.
  • Flexibility and adaptability to adjust to changing priorities and handle multiple tasks simultaneously.
  • Ability to work well under pressure and remain calm in stressful situations.
  • Analytical mindset to analyse data and identify trends or areas for improvement.
  • Self-motivated with the ability to meet tight deadlines without supervision.
  • Ability to work well in a team environment.
Experience
  • Proven track record of successfully leading and managing a team, preferably in a fast-paced and multi-channel contact canter environment.
  • Proven track record in the ability to analyse data, generate reports, and utilise insights to drive improvements.
  • Strong technical background with a deep understanding of the technical support industry and best practices.
  • Proficient in utilising contact centre technologies and software, such as ticketing systems, customer relationship management (CRM) tools, and workforce management systems.
  • Relationship Management: Collaborate with cross-functional teams, including product development, sales, and customer success, to facilitate effective communication, address customer concerns, and drive resolutions for complex technical issues.
  • Reporting and Analytics: Establish key performance indicators (KPIs), create reports, operational reviews and analyse data to measure and report on contact centre performance, identify trends, and proactively address areas of improvement.
Education
  • Bachelor's degree in a related field or equivalent industry experience.
  • Previous experience in a technical support contact canter management role.