Contact Centre Manager, Digital Channels

2 weeks ago

Sydney, Australia NAB - National Australia Bank Full time

**Work type**: Permanent Full time
**Region**: NSW- Sydney CBD, VIC- Melbourne CBD

**Contact Centre Manager, Digital Channels (Full-Time, Permanent role, based in either Melbourne or Sydney)**
Support our amazing Personal Direct Specialised Channels team, by overseeing the digital channels contact centre, assisting personal banking customers who reach out to NAB through NAB messaging.
- We win in the right way, which is always putting our customers first
- This team has energy, appetite and the resources for positive change
- Recognised as a top 2 employer on the 2024 LinkedIn Top Companies list to grow your career

**In this role, you will...**
- Achieve optimal performance across operational metrics by ensuring our highly engaged bankers provide an exceptional customer experience
- Inspire and guide a team of skilled and motivated people managers, empowering them to build and develop a strong workforce
- Collaborate effectively with other contact centre managers in our retail network
- Manage the budget, handle customer complaints, optimise processes and leverage NPS insights
- Assess resource needs and manage the recruitment process for vacant positions

**What you’ll bring...**
- Track road of leadership experience across customer facing teams
- Exceptional analytical, interpersonal and leadership skills
- Passionate about uplifting skills and capabilities through coaching
- Proficient in influencing stakeholders at all enterprise levels

**A diverse and inclusive workplace works better for everyone**

We know that our people make us who we are. That's why we have built a culture of equity and respect - where everyone feels valued and appreciated for being their authentic selves. In partnership with our multiple Employee Resource Groups (ERGs) we continue to foster an inclusive environment, where all NAB colleagues’ unique backgrounds and identities are understood, respected, and celebrated. We are committed to providing an environment where you can work your way.

**Join NAB

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