Contact Centre Lead

Exciting opportunity to make your mark in Startek - a global company
- Melbourne CBD Location, close to public transport
- Opportunity to grow and develop your career

**About Startek**

Startek is a leading global provider of customer experience management solutions. The company provides business process outsourcing and technology services to corporations around the world across a range of industries. Operating under the Startek and Aegis brands, the company has approximately 47,500 outsourcing experts across 58 delivery campuses in 13 countries that are committed to enhancing the customer experience for clients.

**About the role and responsibilities**

Reporting to the Operations Manager, you will guide contact centre management to meet contractual and company objectives. Your responsibilities include coaching and managing a team of agents, supporting business initiatives, and developing customer experience strategies to maintain high customer service levels in the call centre.

Our centre is based in Melbourne CBD and you will work very closely with our client Managers based on-site and off-site and partner with multiple clients across our business.

**In this role you will be required to, but not limited to**:

- Support the development and implementation of strategic plans for contact center solutions.
- Develop and maintain a high-performing team to meet contractual and organisational objectives.
- Communicate business objectives and policies to the team.
- Coach and mentor team members for succession planning.
- Compile and analyze comprehensive reports and statistical data.
- Negotiate effectively to enhance center objectives.
- Manage resource allocation and monitor team schedules.
- Ensure team attendance and punctuality.
- Assist with plans, budgets, and contract compliance.
- Develop relationships with stakeholders to support growth and retention.
- Oversee implementation of agreed client strategy and goals including conducting performance reviews and feedback.
- Collaborate with internal and external partners for successful outcomes.
- Support implementation of operational plans to ensure the highest level of customer service standards are achieved
- Drive operational excellence and innovation.
- Develop and maintain comprehensive understanding of client business
- Support and provide feedback on recruitment, induction, and employee engagement processes
- Facilitate communication between departments and capitalize on change and innovation.

**To be considered for this opportunity, you will ideally possess**:

- Management experience leading a large contact centre service operation
- Highly regarded client relationship management experience.
- Demonstrated leadership abilities, self-motivation and resilience.
- A strong coaching philosophy with a proven track record in delivering improved performance through coaching and optimization.
- Excellent communication skills, both written and verbal.
- Exceptional ability to drive a high performing culture, including change management process.
- Focus and skills in optimisation and innovation within the contact centre environment.
- High level organizational skills with demonstrated ability in improving processes and functionality.
- An ability to engage and maintain relationships with internal and external stakeholders to influence positive business outcomes.
- Strong commercial acumen and financial understanding to create budgets and deliver to contractual targets.
- A solid understanding of voice technology including implementation, maintenance and development of queue structures.

You will work with other like-minded, motivated and skilled experts. We will provide you with the tools and support to be successful. Your work environment will deliver all the freedom you require to think, innovate and to have a go.

The successful applicant will be required to complete a criminal check (which we will conduct) and all offers of employment will be made pending the successful outcome of this check.

Pay: $70,000.00 - $75,000.00 per year

Schedule:

- 8 hour shift

Work Authorisation:

- Australia (preferred)

Work Location: In person

Expected Start Date: 07/09/2024