Contact Centre Manager

1 week ago

Melbourne, Australia Invisible Partners Full time

Join a global market leader with a stellar reputation for excellence
- Lead, coach, manage and develop a regional based team
- Autonomous permanent role. Melbourne based.

**About Us**

Festo is a leading worldwide provider of automation technology for factory and process automation.

We are a global market leader, with 50 years’ experience and a strong reputation for our innovation and problem solving in pneumatic and electric automation and having a unique range of industrial training and vocational education programs.

**Why choose to work for Festo?**

Today, around 20,000 employees worldwide are working on achieving our vision of inspiring enthusiasm for industrial automation with intelligent and intuitive solutions.

We want to be at the forefront so that we are equipped to handle the constantly changing requirements in our market.

Our global goal is to maximise productivity and competitiveness for our customers.

Are you curious, courageous and adaptable? Do you relate to our values - ambitious, determined, visionary, dependable and value each other?

Our employees are an integral part of our success story and they’re writing their own success stories as well. Working at Festo allows you to do just that. After all, innovation requires freedom and security.

**About the role**

Based in Melbourne, but working across a number of regional locations, this role will see you lead, coach, manage and develop a team, whilst developing strategic customer plans and ensuring that the commercial sales process runs smoothly.

More specifically, your key responsibilities will include:

- Lead, coach, develop and manage our Care Team in SEA and Pacific
- Development and implement team targets aligned to objectives and strategic plans
- Ensure that the Team effectively supports customers’ at all times, with calls, quotations, orders process times, managing commercial complaints, etc, in line with agreed Service Level Agreements
- Manage continuous improvement across the team supporting changing market dynamics
- Develop and further extend the cooperation between our Sales and Technical teams
- Define Service Level Agreements
- Keep up to date with market trends in customer contact and support via continuous improvement of processes, tools and systems
- Some travel will be required for this role (few trips per annum)

**What will you bring to Festo?**

Our curiosity has made us a driving force in automation technology for decades. We want to keep the world moving, so we’re looking for unconventional thinkers, inventive talents and team players - in other words, people who can make a real contribution.

What else will you bring?
- A proven track record of success managing and developing regionally based teams, gained from within a sales / contact centre environment
- A strong understanding and capability to develop and manage operational plans and KPI’s
- Possess excellent communication, organisational and planning skills
- Be highly customer and process orientated
- Able to work to deadlines
- Have the ability to operate independently / autonomously

**What we offer**

We offer exciting career opportunities, inspiring work experiences and a fun engaging work environment. Some of our benefits include:

- Focused strategic plans and direction in place
- Regional market role
- Competitive salary package + incentive
- Hybrid work potential
- Work equipment - Laptop and mobile

**How to apply

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