Contact Centre Manager

2 weeks ago

Illawarra, Australia HAYS Full time

Contact Centre Manager

**Your new company**

Is a leading organisation in the financial services industry. They are committed to providing top-notch services to their valued customers. Your new company values innovation, teamwork, and excellence, and are looking for someone who shares their passion for customer satisfaction.

**Your new role**

As a Contact Centre Manager, you will be a dynamic leader with a passion for customer service. You will lead, motivate and inspire a team of 5 people.
- ** Sales and retention initiatives**:

- Build and implement sales and retention campaigns, to increase overall customer value
- ** Reporting and industry insights**:

- Develop reporting with strategic insights and recommendations to enhance the customer experience, and improve business operations.
- ** People management**:

- Be responsible for overseeing the achievement of team objectives and deliverables
- ** Recruitment and training -** Being involved in staff recruitment and appraisals, plus training staff to deliver a high standard of service.
- ** Communication**:

- Collaborate with key stakeholders to manage the rollout of communication to direct reports.

**What you'll need to succeed**
- Experience in Financial Services/Retail Banking products and services in a digital banking environment
- Strong customer service, relationship management, negotiation and influencing skills
- Strong knowledge using CRM solutions
- An ability to effectively communicate and support a wide range of key stakeholders
- Ability to work well under pressure and successfully meet deadlines
- Ability to successfully navigate in a fast-paced, results-driven environment
- Strong integrity, ethics and professionalism: accurate, reliable and can manage confidential information
- Excellent organisational skills, strong attention to detail, high regard for accuracy and top quality work
- Proficiency using computer systems, including Microsoft Outlook, Word, PowerPoint, Excel, and PowerBi operating in a Microsoft Windows environment.

**What you'll get in return**
- Generous remuneration
- Fantastic team culture

**What you need to do now**

If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion on your career.

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