Service Centre Manager

Company Description

At TOMRA, transformation is at the heart of everything we do. We transform ideas & technology to create intelligent and pioneering tools to support a sustainable future. For decades, we’ve pushed boundaries globally and we’ll continue to drive greater resource responsibility throughout industries and society. Here in Australia, our reverse vending machines enable the collection of empty drink containers to ensure that containers have the best chance of being turned back into containers again - time after time. In QLD and WA we partner with Containers for Change to provide convenient options for our customers to recycle their beverage containers in the hopes to encourage them to join the Clean Loop Recycling revolution
TOMRA is an equal opportunity employer, where we recognise the diversity of our workforce and community - be it on the basis of gender, age, culture, religion, language or personal circumstances. TOMRA is also committed to building on the perspectives, experience, knowledge and skills that this diversity brings to our organisation.

**Job Description**:
The Service Centre operates as the nerve-centre of the TOMRA operation, monitoring our systems across NSW, QLD, WA & NT to minimise downtime, coordinate all onsite maintenance and repairs, as well as provide Australia-wide customer service.

Predominantly based in the St Leonards head office, this role will be responsible for leading this integral function of the business. It will require developing a thorough understanding of all technical and functional processes required to ensure the team operates effectively. This role will have a strong focus on continuous improvement and will require regular training of team members to ensure consistency and high performance across the team.

**What you’ll be doing**:

- Leading the Service Centre by becoming the local expert on all team policies and processes
- Maintaining an inclusive and collaborative culture within the Service Centre
- Accountable for Service Centre KPIs and ensuring these are appropriately cascaded down the team
- Overseeing and reviewing performance of all Service Centre team members and working with team members to drive results
- Training and development of team members, as well as coaching and empowering senior team members in their role
- Championing continuous improvement of Service Centre processes
- Acting as the conduit between the Service Centre and other teams, both within TOMRA and externally
- Generating regular reports for internal stakeholders on Service Centre performance
- Providing input to business activities on Service Centre capabilities, processes and customer feedback trends.

**Qualifications**:

- Proven success in a people leader role in a call centre environment, coupled with an understanding of performance metrics and KPIs to drive performance and continuous improvement
- Demonstrated understanding of call centre systems and workforce planning in this environment
- Previous experience with performance management, coaching and development
- Ability to use judgement and problem-solving skills to resolve people, operational, technical or customer issues with a high level of initiative and accountability
- Ability to build and maintain rapport with a range of stakeholders
- Outstanding communication skills, both written and verbal
- Passion for sustainability and environmentalism
- Proficient with Microsoft Office Products
- Experience with CRM systems is desirable

Additional Information

Does this sound like you? If so we would love to hear from you