Contact Centre Manager

2 weeks ago


Brisbane, Queensland, Australia ClearCompany Full time
About the Role

We are seeking a highly skilled and experienced Contact Centre Manager to join our team at ClearCompany. As a key member of our operations team, you will be responsible for leading and developing a team of contact centre agents, fostering a positive and collaborative work environment.

Key Responsibilities
  • Team Leadership and Development
    • Lead, motivate, and develop a team of contact centre agents, ensuring they have the necessary skills and knowledge to deliver outstanding service.
    • Conduct regular performance evaluations and implement development plans for continuous improvement.
    • Organise and conduct training sessions for new and existing team members to ensure they are up-to-date with company policies, procedures, and systems.
  • Operational Management
    • Oversee daily operations of the contact centre, ensuring efficient and effective handling of all enquiries and tasks.
    • Monitor performance metrics and implement strategies to improve operational efficiency.
    • Develop and update standard operating procedures (SOPs) to streamline processes.
  • Process Improvement
    • Identify areas for process improvement and implement best practices to enhance operational efficiency.
    • Regularly review and optimise workflows to ensure smooth and efficient operations.
  • Performance Management
    • Monitor and evaluate team performance, providing regular feedback, coaching, and support.
    • Conduct performance appraisals and implement development plans for team members.
  • Reporting and Analysis
    • Generate and analyse reports on contact centre performance, including key metrics such as response times, call handling times, and customer satisfaction scores.
    • Provide insights and recommendations to senior management based on performance data.
  • Compliance and Quality Assurance
    • Ensure all operations comply with relevant regulations and company policies.
    • Implement quality assurance processes to maintain high service standards and compliance.


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