Senior Call Centre Manager

1 week ago

Melbourne, Victoria, Australia beBeeRelationship Full time $90,000 - $120,000
Customer Relations Lead

This is an exciting opportunity for a results-driven individual with strong call centre experience, leadership skills, team orientation, interest in sales, and a passion for delivering excellent customer service to lead our Customer Relations & Contact Centre Team towards achieving unparalleled levels of success.

The ideal candidate will have a proven track record in leading high-performing teams, driving sales growth, and delivering exceptional customer experiences. They will be passionate about coaching, developing people, and creating ongoing improvement and growth plans tailored to each agent's experience, skillset, and performance.

The successful candidate will be a role model, coach, and mentor who can motivate and inspire the team to achieve their best. They will be comfortable working on the floor, listening to calls, giving real-time feedback, and jumping in when needed.

  • Team Leadership & Coaching: Actively support and motivate the team by being present on the floor, providing real-time feedback, and driving continuous training and recognition.
  • Service & Sales Delivery: Lead by example on calls with expert execution and role modelling of Customer Relations Agent accountabilities, drive conversions, and resolve afterhours escalations with a customer-first approach.
  • CUSTOMER & RELATIONSHIP MANAGEMENT: Foster loyalty through positive guest experiences and maintain strong connections with key bookers and partners.
  • Call Centre Operations: Drive a high-performance culture by setting clear benchmarks, keeping systems and data integrity accurate, monitoring call quality, and coaching agents for continuous improvement.

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