Contact Centre Manager

**Work type**: Permanent Full time, Permanent Part time
**Location**: Aust - NSW Metro
- **Enhance your experience in leading, coaching and developing a team**:

- **Role model excellency, passion and drive on a day to day basis**:

- **Ensure you are putting the customer and our people at the heart of everything you do**

Our vision is to be Australia's leading bank, trusted by customers for exceptional service. This vision is underpinned by putting customers at the heart of everything we do, becoming trusted partners in their businesses, their personal dreams and their day-to-day communities. We back the bold who move Australia forward, but first and foremost, we get the basics right to deliver what we promise, making it easy to deal with us.

In Personal Direct our passion is about creating value and exceeding our customer's expectations and this means we're constantly striving to redefine our standards of excellence. We are currently recruiting a Manager to lead the Personal Direct Servicing team of approximately 70-150 staff at our busy Parramatta inbound customer service contact centres.

**Experience required for the role**:

- Display a passion for the customer and energy to make a difference in our business
- Proven ability to create a highly engaged, productive and business focused workplace culture
- Strong understanding of all aspects of contact centre operations - workforce planning, information management and people leadership
- Demonstrated experience with large scale change initiatives within the contact centre space (leading 100+ people)
- Ability to develop and maintain strong working relationships across all levels of the business
- 5-10 years of experience leading and managing a high performing contact centre

You will have a thorough understanding of call centre operations and metrics, have outstanding people leader skills, plus the ability to take performance to the next level. As a high energy, inspiring leader, you will create and maintain a highly engaged and productive workplace culture, where continuous improvement and process innovation is at the forefront of all you do. You manage change well and have outstanding communication skills. You will also have proven ability to manage relationships across multiple levels of the business, including with heads of, business unit managers and stakeholders across the wider NAB Group. The ability to collaborate, influence and effectively maintain these relationships is pivotal to success in this role.

**A diverse and inclusive workplace works better for everyone.**

At NAB, we’re intent on building a culture we can all be proud of. One based on trust and respect. An uplifting environment where every single one of us feels appreciated and empowered to be our true, authentic selves. A diverse and inclusive workplace where our differences are celebrated, and our contributions are valued. It’s a huge part of what makes NAB such a special place to be.

**More focus on you**

We’re committed to delivering a positive experience for our colleagues and a workplace you can be proud of. We support our colleagues to balance their careers and personal life through flexible working arrangements such as hybrid working and job sharing and competitive financial and lifestyle benefits. We invest in our colleagues through world class development programs (Distinctive Leadership and Career Qualified in Banking), and empower you to learn, grow and pursue exciting career opportunities.

**Join NAB**

If you think this role is the right fit for you, we invite you to apply. If you require any reasonable adjustments to the recruitment process or the role, please let the recruitment consultant know.

Please note unsolicited CVs from agencies will not be accepted.