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Contact Centre Manager

3 weeks ago

Melbourne City Centre, Australia Probe CX Full time

At Probe CX, we're powered by passion, driven by curiosity, enriched by a purpose to do it better. We work hard and love a good challenge (or multiple). With clients spanning across the Pacific, Asia and North America, we’re no stranger to thinking big and working with innovative minds to achieve great success. We are dedicated to doing things better than the day before, and our exponential growth is living proof that we have stayed true to this ethos. At Probe, expect to think differently, challenge the norm and find your purpose.

About the Role

The Contact Centre Manager is responsible for all aspects of the Contact Centre’s performance. The Contact Centre Manager will bind all specialist Probe resources contributing to the success of the Contact Centre, to ensure all objectives / Contact Centre metrics are met within contractual agreed timeframes. The Contact Centre Manager will work closely with Client stakeholders on all operational and day to day activities and has overall accountability for performance and delivery standards.

Your role will be both complex and challenging and requires a person that is results driven, can foster successful internal and external relationships and is well versed in contact centre operating metrics, including commercial models.

Key Responsibilities:
- Drive operational effectiveness across the Contact Centre by implementing best practice initiatives, managing resource priorities and risks, and developing proactive solutions to exceed performance standards.- Develop and maintain strong relationships with the client by giving valuable feedback including identifying new business opportunities and suggesting ways to achieve efficiency savings.- Consistently deliver on financial accountability, ensuring budgetary targets and key performance indicators are met.- Regularly review and assess performance and delivery standards- Evolve solutions with input from relevant stakeholders to ensure challenges are addressed- Ensure the output of the Contact Centre meets contractual performance expectations- Take the necessary steps to maintain operational effectiveness through organisational change and adjust your own work practices to support change.- Provide leadership and support for direct reports, appraise their performance, ensure employees complete all required training and are provided with development opportunities.- Establish internal and external collaborative relationships to ensure organisational goals are achieved and exceeded.

Skills & Experience:
- Substantial experience within a similar role- Experience working directly with clients and senior stakeholders- Well versed in contact centre operating metrics, including commercial models.- Ability to motivate and lead teams- Ability to build relationships & work collaboratively with clients and organisational peers