Customer Service Leadership Role

2 weeks ago

Sydney, New South Wales, Australia beBeeNational Full time $100,000 - $120,000
Job Description

A national provider of home loans is seeking an experienced National Call Centre Manager in banking. The successful candidate will manage a contact centre of up to 40 agents, working closely with 3 team leaders.

The ideal candidate will inspire and drive outcomes, leading and guiding their team to deliver exceptional customer interactions.

The call centre operates 7 days a week, with extended hours during the week and on weekends and public holidays. The manager will be responsible for the overall workings of the call centre, working a 5-day week and supporting their management team to achieve desired outcomes.

Key Responsibilities:

  • Develop a team culture that prioritises service excellence and consistently high customer service levels.
  • Conduct weekly team management meetings to address performance and call centre metrics.
  • Provide regular feedback to stakeholders on contact centre performance.
  • Manage service level agreements and call queue efficiency.
  • Support team managers on a day-to-day basis and ensure effective training and development plans are implemented.
  • Conduct regular performance management activities, ensuring succession planning, performance planning, and appraisal processes are adhered to.
Requirements

To succeed in this role, you will need:

  • Previous call centre management experience, familiar with call centre dynamics and metrics.
  • Banking experience is essential.
  • Strong leadership skills and a customer-centric attitude.
  • Excellent communication and relationship-building skills.
  • Demonstrated ability to drive results through coaching, training, and mentoring.
  • Strong organisational skills and problem-solving abilities.
  • Ability to handle escalated complaints and build customer relationships.
Benefits

This role offers:

  • Opportunities for career growth and development.
  • A dynamic and supportive work environment.
  • A competitive salary and benefits package.
Other Information

Our company is committed to providing a safe and inclusive work environment. We welcome applications from diverse candidates who share our values and are passionate about delivering exceptional customer service.

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