Contact Centre Manager

510562
- Brisbane, QLD, 4000
- Customer and Marketing
- Permanent Full time

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G8 Education is one of Australia’s largest early education and care providers, with more than 420+ centres across Australia and over 10,000 team members who are all helping shape the lives of over 42,000 children every day. Our core values of _passion, innovation, dedication, compassion_, and _integrity,_ unite us on our journey to ensure the health and happiness of future generations. We are committed to developing a culture that empowers and rewards our team of early childhood educators, teachers, leaders, and support office.

**The Opportunity**

The Opportunity G8 is currently embarking on an exciting and ambitious journey, focusing on enhancing our internal capabilities to support our National Network in achieving the best outcomes for families and the children we care for and educate. Our Family Support Team plays a crucial role in the frontline operations of G8 centers, assisting families throughout the enrolment process, managing childcare subsidies and compliance, and ensuring a smooth transition into our centers. As the **Contact Centre** Manager**, you will lead, support, and drive team success, taking responsibility for all aspects of FST and contact center operations. This role entails directly managing Regional Leads and overseeing a national cohort of agents dedicated to delivering exceptional customer support and experience, while also meeting productivity metrics throughout the early year’s enrolment lifecycle. This role can be based at either our Brisbane Support Office or our Gold Coast locaiton.

**Your day-to-day**

Every day brings new challenges and diversity to this role, as it is an integral part of the FST department's success and an essential component of our organisation's Senior Leadership Team. Your core responsibilities will include, but are not limited to:

- Leading and managing Regional Leads and FST Agents to meet operational requirements based on network-wide occupancy opportunities.
- Managing and optimizing call center productivity systems and tools, collaborating with the IT department to resolve any technical issues faced by agents.
- Supporting the leadership team in monitoring agent productivity metrics and providing actionable insights to drive continuous improvements.
- Tracking customer experience metrics and trends, and developing business improvement plans to address any shortcomings.
- Fostering a strong culture by prioritizing relationship-driven partnerships and morale.
- Participating in and representing the department as a Subject Matter Expert in various building initiatives.

**About You**

You thrive in a fast-paced and engaging work environment, valuing strong partnerships, collaboration, and a commitment to excellence. As someone who takes ownership of outcomes, you embrace the complexity and challenges that come with this role, while maintaining an agile and result-driven mindset. To be successful in this role, you should possess the following skills and experiences:

- At least 4 years of experience in a Contact Centre leadership role.
- Proven ability to balance proactive agent monitoring tasks with responsive performance analysis, identifying trends, and resolving issues promptly to ensure an optimal customer experience.
- Proficiency in operating call center technology platforms (experience with AWS Connect is desirable) and a willingness to learn specific contact center monitoring toolsets.
- Ability to analyze technical data and conduct basic end-to-end diagnostic analysis.
- Familiarity with CRM systems and their pivotal role in Contact Center operations.
- Demonstrated professionalism and ability to maintain confidentiality.
- Experience working in a fast-paced, multi-site organization.
- Strong stakeholder management and relationship-building skills.
- Exceptional written and verbal communication skills.
- Excellent time management and organizational abilities.
- Initiative-driven, capable of working independently, and confident in decision-making.

**Benefits Include**:

- Competitive salary package
- Work From Home & Hybrid working conditions encouraged.
- Flexibility to travel to both Support Office locations, Brisbane CBD and Gold Coast.
- Career development opportunities as part of a large ASX-listed company
- Flexible working arrangements and role autonomy
- Access a 50% discount on early education and childcare fees at any G8 Education Centre.
- Exclusive access to our employee benefits program covering a wide range of discounts and promotions
- G8 Education is a committed advocate for child protection, safety and wellbeing. We have a zero tolerance for any form of child abuse or harm. The safety and wellbeing of children will always be our priority and all team members are expected to embrace this shared commitment._