Call Center Manager

7 days ago

South Yarra, Australia Meson Agency Full time

**About the role**

As the Call Centre Manager at Meson Agency, you will be responsible for overseeing the efficient and effective operation of the company's call centre. This full-time, on-site role in South Yarra is a strategic position that plays a crucial part in delivering exceptional customer service and supporting the overall business objectives.

**What you'll be doing**
- Manage and lead a team of call centre agents to ensure high levels of customer satisfaction
- Develop and implement call centre policies, procedures and performance standards
- Monitor and analyse call centre metrics to identify areas for improvement
- Provide coaching and training to call centre agents to enhance their skills and productivity
- Collaborate with other departments to align call centre operations with the broader business strategy
- Identify and implement technological solutions to streamline call centre processes
- Ensure compliance with relevant industry regulations and internal policies
- Foster a positive, customer-centric work culture within the call centre team

**What we're looking for**
- Substantial experience (2+ years) in a call centre management role, preferably within the customer service industry
- Strong leadership and people management skills with the ability to motivate and develop a team
- Excellent communication and interpersonal skills to liaise effectively with customers and stakeholders
- Proficiency in data analysis and the use of call centre metrics to drive continuous improvement
- Experience in implementing technology solutions to enhance call centre operations
- Sound knowledge of relevant industry regulations and compliance requirements
- A customer-centric mindset and a passion for delivering exceptional service

**What we offer**

At Meson Agency, we are committed to providing a supportive and enriching work environment for our employees. We offer a range of benefits, including:

- Competitive salary and performance-based bonuses
- Extensive training and development opportunities
- Opportunities for career progression and advancement

**About us**

Meson Agency is a leading provider of real estate customer service solutions in Australia. With a strong focus on innovation and a customer-centric approach, we are dedicated to empowering our clients and our employees to thrive in the ever-evolving business landscape.

Pay: $90,000.00 - $130,000.00 per year

**Benefits**:

- Professional development assistance
- Profit sharing

Schedule:

- 8 hour shift
- Day shift

Supplementary Pay:

- Performance bonus

Ability to commute/relocate:

- South Yarra, VIC 3141: Reliably commute or planning to relocate before starting work (required)

**Experience**:

- Call centre management: 2 years (required)

**Language**:

- English (required)

Work Location: In person

Application Deadline: 14/12/2024
Expected Start Date: 06/01/2025

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