Call Centre Customer Manager

1 week ago

Sydney, Australia PERSOLKELLY Full time

PERSOLKELLY are in partnership with our client based in Preston's looking for an experienced Call Centre Manager who specialise in global tech protection and support provider trusted by some of the world's biggest brands including telco's, retailers and banks to ensure their customers have continuous connection to the technology that enriches their lives.

PERSOLKELLY are in partnership with our client based in Preston's looking for an experienced Call Centre Manager who specialise in global tech protection and support provider trusted by some of the world's biggest brands including telco's, retailers and banks to ensure their customers have continuous connection to the technology that enriches their lives.

Due to expansion, the team are now looking for an experienced Call Centre Manager to report directly to the Operations Manager and be a vital addition to their clients, customers, and project teams.

**About the role**

The Call Centre Manager role is primarily responsible for contributing to the continuous improvement of staff capability and improvement of the customer experience.

**Your responsibilities include but aren't limited to**:

- Provide coaching to team members to ensure the team provides a consistently high standard of customers and stakeholders.
- Conduct regular side-by-side call & order management observation.
- Subject matter expert, & compliance, to the business policies and procedures
- Utilize knowledge to monitor, coach and continuously improve team performance.
- Subject matter expert, and multi-skilled, across all B2B customer service segments & channels
- Utilize knowledge to monitor, coach and continuously improve team performance
- Support the team in the management of daily workloads as necessary.
- Qualify, understand, and expedite customer and stakeholder need.
- Ownership to resolution of complex customer scenarios
- Role model for service excellence, customer advocacy standards
- Maintain team rosters to assure consistent delivery of service levels.
- Consistently review processes, identify improvement opportunities, propose improvement initiatives

**Essential Requirements**:

- Retail and Consumer warehousing knowledge
- Experience in a Call Centre environment
- Knowledge of ERP's, WMS and Transport provider's Track and Trace systems
- Sound knowledge of the Microsoft suite
- The ability to resolve issues in a timely manner
- Excellent communication skills (both verbal and written)
- Staff Management
- KPI Management
- Maintain and develop written procedures
- Customer complaint handling
- Experience in the telecommunications industry (desirable)
- Business Management/acumen

**HOW TO APPLY**

If you would like a confidential chat please reach out to Kylie Williamson - 0400 854 228

**Who are we**

At PERSOLKELLY, our passion is - and always has been - putting you first.

We propel our people forward by supporting their careers in fresh ways, backed by our expertise and capability.

We're committed to creating a safe and inclusive environment which values and respects diverse styles, backgrounds, experience and perspectives.

We welcome and encourage women, people of Aboriginal and Torres Strait Islander descent and people from diverse backgrounds to apply.

**So it's over to you. If you would like to join our team, please APPLY now.**

**To learn more about working with PERSOLKELLY, we encourage you to visit our website.

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