Customer Service Director

2 days ago


Willoughby City Council, Australia Compass Full time
About Compass

Compass is committed to reducing inconvenience for our customers, clients, and colleagues by providing an exemplary service that requires dedicated professionals focused on assisting clients at their time of need after a motor vehicle accident.

Main Responsibilities:

  • Oversee national contact centre operations to ensure efficiency and customer-centric service delivery.
  • Develop, train and implement strategies to optimise processes, improve efficiencies and the overall customer experience.
  • Analyse metrics and data to help achieve objectives and identify areas of improvement and implement solutions.
  • Foster a positive team environment to drive high performance and meet service levels and KPIs.
  • Maintain strong relationships with internal and external stakeholders.

Requirements:

  • Proven leadership with a focus on team development and high performance.
  • 5+ years in contact centre management, including resource planning.
  • Experience in process improvement, problem-solving, and decision-making.
  • Knowledge of contact centre technologies (call routing, workforce management, IVR).

Highly Desirable:

  • Degree in Business, Management, or related field (or equivalent experience).
  • Strong analytical and strategic skills.
  • Natural leader with integrity, creativity, and a focus on continuous improvement.


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