Call Centre Manager

18 hours ago

Melbourne, Australia GJK Facility Services Full time

**Introduction**:
BETTER EXPERIENCES, BETTER OUTCOMES

It's an exciting time to be joining GJK Facility Services - we have grown significantly over recent years and are transforming for future growth and opportunities to help our customers and people.

We are a leading provider of facility services, committed to provider better experiences and better outcomes to our customers and our people.

As a member of the GJK Facility Services team, you will have the opportunity to work with a supportive and friendly group of professionals who take pride in their work.

We are currently looking for a Call Centre Manager, to join our in contract call centre/help desk team based in contract working alongside one of our amazing clients, based in Carlton, VIC.

This Full time position will be responsible to coach, motivate and empower the team to ensure that business targets and key metrics are met.

**The Position**:

- Oversee daily operations of the help desk/call centre to ensure smooth and efficient service delivery to our client.
- Monitor key performance indicators (KPIs) and implement strategies to meet or exceed performance targets.
- Manage and oversee client and site work orders and maintenance requests.
- Develop and implement operational policies and procedures.
- Ensure that customer service standards are met or exceeded.
- Address escalated customer issues and provide effective resolution.
- Continuously seek opportunities to improve customer satisfaction.

**Minimum Criteria**:

- Proven experience in call centre/help desk management or a similar role.
- Strong leadership and interpersonal skills.
- Excellent communication and problem-solving abilities.
- Familiarity with call centre and customer service software.
- Flexibility to work in a dynamic and challenging environment.

**Other**:

- Internal transfer opportunities within a National Organisation

At GJK, we offer ongoing training and support to help you grow and develop your skills.

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