Call Centre Manager

Current banking call centre Management of 5 years minimum required
- Undertanding of how to run and manage a busy successful call centre
- Seeking a people leader to inspire and champion a growing business

A successful and growing home loan provider is eagerly seeking an experienced successful call Centre Manager to lead a team of 45 agents and 3 team leaders and help drive grow and develop an already successful team. We are seeking someone passionate about call centre management, passionate about people and has a demonstrated history of leading and growing and developing teams and talent.

Working closely with the CEO you will drive significant growth and help with an extensive change management program to meet the needs of an expanding and rapidly growing mortgage portfolio with one of Australias leading banks.

This is a role that you can demonstrate your leadership of people and show capacity to expand an evergrowing team and other potential functions within the business.

You will inspire and drive outcomes and lead and guide your team leaders to drive positive customer interactions through their respective team members.

Our Call Centre is open 7 days a week with operating hours from 8:00am to 8:00pm Monday to Friday and 9:00am to 5:00pm on weekends and Public Holidays. You will manage the overall workings of the call centre and work a 5 day working week and support and drive your management team to achieve the desired outcomes and growth of the business.

You will lead and inspire your team managers and have that human touch with all your agents. You will engage, motivate and develop your team, leading by example and providing guidance and hands on in training where required. You will drive quality of service throughout your team and maintain and meet client service level requirements.

**Role Summary**

Accountable for the effective operation of a national call centre and its leadership, you will maximize performance and ensure that service standards are met and maintained. Ensure a high level of service is provided at all times while providing mentorship to the team leaders - promoting and encouraging team work and morale.

**Role requirements**:

- Develop a team culture with a high service ethics to ensure the achievement of service standards, and providing a consistently high level of customer service to customers
- Conduct weekly team management meetings addressing performance and call centre metrics
- Provide regular feedback to the CEO on the contact centre performance and key client stakeholders
- Service level management and call queue management
- Provide day to day support to team managers
- Ensure that appropriate training and development plans are developed and implemented across the team
- Conduct regular performance management activities, ensuring that succession planning, performance planning and performance appraisal processes are adhered to
- Hold regular team meetings and stand ups, ensuring that all staff participate, recognise, contribute and receive updates on business performance
- Deomonstrate you have capacity to manage projects of work coming up in the buisness around change management

**What we are seeking -**
- Previous Call Centre Management of at least 5 years as a minimum in a busy banking environment or similar. Seeking somone that is passionate about call centre management and clearly successful at what they do and has a history of success.
- Work closely with the CEO and part of his senior management team addressing challenges of growth and performance with an expanding portfolio.
- Seeking somone who is an inspiring people leader and knows how to run a successful call centre for a major bank.
- Strong leadership skills and enthusiastic attitude to customer service
- Excellent communication and relationship management skills at all levels
- Demonstrated ability to drive results through coaching, training & mentoring
- Strong organisational skills and ability to identify issues and solve problems and formulate process improvement strategies
- Ability to handle escalated senior stakeholder complaints and build customer relationships and report to Senior Stakeholders.
- Bubbly energetic personality that is passionate about their people