Call Centre Customer Experience Manager

**Winc** is a company that exists to inspire millions of people in Australia with new and better ways to work and learn. From office, school, facilities and safety essentials, services like print and marketing, to demonstrating what more is possible with our technology and workspace solutions, Winc has a wide product range that can be tailored to our customers’ needs.

The **Call Centre Customer Experience Team Manager **is committed to putting the customers at the heart of everything we do.

Your goal will be to manage the day-to-day operations of the call centre and assigned team, ensuring a high level of service quality, accuracy and first contact resolution.

**In this role you will be responsible for**:

- Connect, Engage and Develop - lead people and customer initiatives to ensure the delivery on our people and customer promise (expectations)
- Provide cost-effective, high-quality service within agreed SLAs & timelines.
- Oversee workforce schedules and effectively manage shift operations
- Deliver against operational and financial KPI’s
- Be proactive in identifying and implementing opportunities to enhance the customer experience and optimise operational effectiveness and efficiencies
- Prepare and compile regular reports to monitor team efficiency, SLA’s and overall customer service
- Participate in strategic customer business review presentations and meetings
- Delivery and execution of agreed work practices, and quality programs
- Support team coach to build capability of team

**Skills & experience required**:

- Demonstrated experience leading a front-line customer service team in a high paced and high-volume call centre environment, ideally with sales experience.
- Demonstrated experience and obvious passion for coaching, developing and leading small to medium size teams.
- Moderate to high level of skill in MS Office Suite, SAP, Salesforce and Genesys.
- Well-developed communication skills and the capacity to negotiate and resolve conflict with Customers, Team members and management
- Demonstrated ability to plan, implement and manage change.
- Understanding business metrics to manage operations and drive efficiency improvements.

**Working with us**
- We believe we’re better and smarter together and our values reflect our commitment to creating a welcoming, diverse and inclusive environment.
- We all reap the rewards of diversity with gender equity across teams, senior management and internal promotions as just the beginning.
- We are committed to First Nations empowerment and support and clear on our responsibility to take action to address the imbalance in opportunities.
- We are focused on working towards a more sustainable future with our Winc Social Agenda - our plan to make a difference across six pillars of social responsibility (Safe Work Practices, Gender Equity, First Nations Empowerment and Support, Climate Change, Responsible Packaging/Management of Waster and Ethical Sourcing).
- We’re passionate about setting our people up for success and providing the training, tools and environment to enable you to perform your best and develop your career at Winc.
- We take care of our people through our internal Mental Health First Aider network, free access to our Employee Assistance Program, and generous leave entitlements to support you through the various priorities and stages of life (e.g. Lifestyle Leave, Volunteering Leave, Cultural Awareness Leave, Sorry Business Leave, Paid Parental Leave, Domestic Violence Leave).
- And finally, there’s plenty of perks Our much loved quarterly Our Heroes recognition program, team discounts, corporate partner discounts. People say it’s a really collaborative and supportive environment - why don’t you be the judge?
- _We are passionate about First Nations employment and encourage First Nations Peoples to apply._

***To Apply**: Send your resume to the Winc People Team by selecting ‘Apply’ and following the prompts.

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