Call Centre Manager

2 days ago

Gold Coast, Australia Hudson Australia Full time

This forward-thinking organisation specialising in lead generation through personalised, one-on-one outbound call marketing. Unlike traditional high-volume, low-quality lead generation companies, we focus on building genuine relationships with each lead, ensuring quality and consistency. Our in-depth understanding of client needs, combined with industry experts and financial planners on our team, allows us to deliver leads that are tailored to specific business requirements.

**The Opportunity**
We are seeking a Call Centre Manager to lead, coach, and mentor a high-performing team of outbound call centre staff. In this role, you will oversee the day-to-day operations of the call centre, ensuring that our approach to lead generation continues to deliver high-quality results for our clients. You will play a critical role in driving performance, improving call strategies, and supporting your team to exceed targets and customer expectations.

**Key Responsibilities**
- **Team Leadership and Coaching**: Lead, coach, and mentor call centre staff, providing ongoing support and development to ensure high-quality lead generation. Conduct regular one-on-one sessions to provide feedback and training on improving call outcomes.
- **Lead Generation Strategy**: Work with the team to implement call strategies that foster rapport with leads, ensuring each interaction meets qualifying criteria and results in high-quality leads for our clients.
- **Performance Monitoring**: Track and analyse key performance indicators (KPIs) for call centre staff, implementing improvement plans where necessary to meet lead generation targets. Provide regular performance reports to senior management.
- **Call Quality Assurance**: Monitor live calls and provide feedback on communication techniques, ensuring that staff maintain a high level of professionalism and rapport-building throughout each interaction.
- **Training and Development**: Develop and deliver training programs to upskill call centre staff, focusing on areas such as objection handling, product knowledge, and relationship-building techniques to enhance lead conversion rates.
- **Operational Efficiency**: Oversee the scheduling, workload distribution, and daily operations of the call centre, ensuring resources are optimised to meet campaign demands and client expectations.
- **Stakeholder Engagement**: Collaborate with internal teams, such as marketing and client management, to ensure lead generation efforts align with overall business objectives and client needs.
- **Problem Solving and Escalation**: Provide hands-on support in resolving escalated calls or client concerns, demonstrating leadership and ensuring positive outcomes.

**About You**
- Proven experience in managing a call centre, with a strong focus on outbound marketing or lead generation.
- Excellent leadership and mentoring skills, with the ability to inspire and develop a high-performing team.
- Strong communication and rapport-building abilities, with experience in quality assurance and performance management.
- Experience in creating tailored lead generation strategies that deliver results.
- Proficient in call centre operations, performance tracking, and resource management.

**Why Join Us?**

This is a fantastic opportunity for a driven and people-focused leader to manage a dynamic call centre team, delivering meaningful lead generation results that make a real difference for our clients. If you are passionate about coaching teams, improving performance, and delivering high-quality outcomes, we'd love to hear from you.

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