Contact Centre and Tag Manager

1 month ago

Melbourne, Victoria, Australia Transurban Full time
About the Role

We're seeking a highly skilled and experienced professional to lead our outsourced contact centre service delivery and tag management providers. As our Contact Centre and Tag Manager, you'll play a pivotal role in ensuring we deliver outstanding customer experience via our offshore contact centre provider, while continuing to evolve and innovate in a dynamic business environment.

Key Responsibilities
  • Maintain operational excellence by ensuring compliance with contract terms and conditions
  • Effectively manage incidents, outages, and events that impact contact center performance and tag management volumes
  • Manage the adherence to contract terms and conditions in accordance with the Transurban Contract Management framework and regularly monitor the contact centre channel and tag management KPIs
  • Oversee and sign-off forecasting and ensure adequate resourcing for contact centre and tag management in accordance with contractual requirements
  • Promote and implement effective people management practices, actively build a high performing team and ensure contact centre training, quality, and coaching frameworks meet operational needs
  • Demonstrate a continuous improvement mindset by developing policies and identifying changes to contact centre processes that will positively impact our customers and the business
  • Establish and maintain strategic working relationships with all key stakeholders and articulate and communicate information effectively to diverse audiences
Requirements
  • Minimum 5 years' experience managing high-volume call centre operations in similar customer service environments at a senior level
  • Demonstrated experience working with an offshore contact centre provider
  • Strong experience in commercial contract management, particularly the monitoring of service levels and dispute resolution
  • Strong supplier relationship-management skills and extensive financial analysis, budget management, and reporting experience
  • Experience working in both Australia and The Philippines' contact centres (or in other international geographies) will be highly regarded
  • Demonstrated experience in leading, developing, and managing the performance of teams and well-developed coaching skills
  • Ability to think bigger, look for better solutions and ways of working and a passion for driving continuous improvement
  • Strong communication and influencing skills, as your ability to engage and build relationships with internal and external stakeholders will be critical to your success
What We Offer
  • A range of flexible working and leave options, including the option to purchase an additional six weeks of leave each year
  • 16 weeks paid parental leave (regardless of gender or carer status), with no waiting period, with Superannuation paid during unpaid leave as well
  • Learning and development opportunities to support your career interests
  • Health and wellbeing support—access to Headspace and our EAP program, wellness facilities, and more
  • Share offers and insurance benefits
  • Social activities, community give-back programs and paid volunteer days

We're committed to creating a workplace that's inclusive, diverse, and supportive of all employees. We welcome applications from candidates of diverse backgrounds and lived experiences, including Aboriginal and Torres Strait Islander people and people living with disability. If you require any adjustments or support during the recruitment process, please contact us on careers@transurban.com.

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