Contact Center Operations Manager

1 week ago

Melbourne, Victoria, Australia beBeeTeam Full time $91,667 - $118,881
Key Team Leader Position

The Team Leader is a vital role in ensuring the success of our contact center. This position plays a crucial part in driving team performance, enhancing customer experience, and ensuring operational efficiency.

  • Supervise day-to-day operations to ensure Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) are met.
  • Motivate, coach, and develop team members through regular one-on-one meetings, feedback, and performance reviews.
  • Manage scheduling, breaks, attendance, and adherence to ensure adequate coverage.

Key Responsibilities:

  • Drive business performance and process improvements
  • Performance Management:
    • Monitor individual and team performance using dashboards and reporting tools.
    • Identify trends and areas for improvement; implement action plans to improve performance.
  • Communication and Collaboration:
    • Serve as a key liaison between team members and management.
    • Collaborate with other units such as HR, Training, Quality Assurance, etc.
  • Analytical and Reporting Tasks:
    • Analyse team metrics and customer data to identify performance gaps, process inefficiencies, and opportunities for improvement.
    • Use insights to proactively adjust coaching strategies and workflow management.
  • Reporting and Administration:
    • Provide regular reports on team performance, absenteeism, and any issues affecting service delivery.
  • Culture of Customer-First Thinking:
    • Drive a culture of customer-first thinking and continuous improvement.

Requirements:

  • Proven experience in a contact center environment in a leadership position, Team Lead or above.
  • Strong analytical and problem-solving abilities.
  • Strong people management and coaching skills.
  • Excellent communication and interpersonal skills.
  • Proficiency in using contact center systems and tools (e.g., CRM, telephony platforms, omni-channel, quality assurance systems).

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