Contact Centre Manager
2 weeks ago
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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Contact Centre Specialist
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Contact Centre Team Leader
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Contact Centre Specialist
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Contact Centre Team Leader
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Brisbane, Queensland, Australia Virgin Australia Full timeAbout the RoleVirgin Australia is seeking a seasoned leader to drive the evolution of our Guest Contact Centres. As the Head of Operations, Guest Contact Centres, you will play a pivotal role in shaping the future of customer experience.Key ResponsibilitiesDesign and lead a high-performing team culture across Guest Contact CentresLead digital transformation...
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Brisbane, Queensland, Australia Virgin Australia Full timeAbout the RoleVirgin Australia is seeking a seasoned leader to drive the evolution of our Guest Contact Centres. As the Head of Operations, Guest Contact Centres, you will play a pivotal role in shaping the future of customer experience.Key ResponsibilitiesDesign and lead a high-performing team culture across Guest Contact CentresLead digital transformation...
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Brisbane, Queensland, Australia Virgin Australia Airlines Full timeAbout the RoleWe're seeking a seasoned leader to spearhead the evolution of our Guest Contact Centres, driving digital transformation and modernizing our operations to create unforgettable guest experiences.Key ResponsibilitiesDesign and lead a high-performing team culture across the Guest Contact Centres, fostering a one-team approach to deliver business,...
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Centre Manager Position
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Centre Manager
1 week ago
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