Group Manager, Contact Centre Operations

**Group Manager **- **Contact Centre Operations**

Our client brings best in class innovative Contact Centre solutions to Tier 1 organisations around Australia. 4000 strong employees across Australia and The Philippines, their success is founded on their commitment to creating amazing experiences - they have worked hard to develop a culture that is dedicated to the customer experience and the growth of their people, recognising this to be key to the on target growth of their business - and is why they continue to go from strength to strength

Their solution is a commercial combination of onshore and offshore solutions, enabling them to deliver speed to market, be price competitive and guarantee their service capability with a dedicated Australian management team responsible for the setup and execution.

As Group Manager - Operations you will be reporting directly to The Group General Manager and have full accountability for the operational and commercial performance and delivery of your approx. 700 fte service and assurance teams spread across Bris (30%), Perth (30%), Adel (15%) and a remote team (25%). Leading through your Channel Managers, you will be responsible for a portfolio of three P&Ls, and the delivery on behalf of your Tier 1 client, best-in-class contact centre solutions specifically managing inbound customer enquiries regarding consumer services and assurance (landline and mobile faults).

**Your key responsibilities will include**:

- Managing your portfolio of clients relationships and operate as the customer advocate/VOC back into the business
- Direct operational ownership and responsibility across all assigned programs of work including operational excellence
- Commercial Ownership - with full financial accountability for your clients 3 separate P&L’s
- Contract Management and customer Advocacy - operate as the lead point of contact for any escalation, develop customer advocacy and operational strategic initiatives
- Operate as the Voice of the Customer (internal and external), championing/driving current and future change and improvements to continuously improve on the CX
- Employee engagement and development, including building and managing attrition plans
- Frequent coaching and mentoring
- Development and execution of an effective operational plan, to deliver on organisational goals and channel related strategic outcomes
- Managing the day-to-day performance of the teams, to deliver best in class services, including meeting or exceeding all KPIs and delivering within budget.
- Execution of continuous improvement programs
- Setting the strategy for the development of both your services and your people
- Lead, inspire and co-ordinate your leadership team (2 x Channel Managers each with 6 Operations Managers who each have 6-8 Team Leaders who each have a team of up to 16 front line) each in the delivery of bespoke solutions/services
- Remaining close to the data to ensure you remain current with the end-to-end customer contact processes and CX, to better support cross company initiatives that drive improvements, improve efficiency and reduce complaints.
- Actively participate in the establishment and maintenance of this organisations contracts with new and existing client
- Deliver cost efficiencies and increased in Customer Satisfaction Scores.

**What you will bring to this role**:

- Proven exp of leading a customer centric contact centre service teams
- Exp managing an operation through periods of significant growth or change.
- Proven experience **leading **through your leaders**, ideally including remote management
- **A passion for **I**nnovation** - excited about the opportunity to identify and drive significant improvement in function design and delivery
- Creativity, forward thinking and an understanding of best practice contact centre solutions and services
- **VOC** - exp in ensuring that VOC and CX is at the forefront of service design and delivery
- Confidence working in a fast-paced commercial environment
- Demonstrated expertise driving speed to quality execution
- Ability to engage stakeholders across all levels and engage in productive debate / decision making
- An ability to laugh at yourself ()
- Demonstrated commerciality eg: identifying solutions that are fit for purpose - there is no need or time for them to be tied with a gold ribbon in this dynamic and fast paced organisation

**What’s** in it for you?**
- $150k - $180k base + super + $24k pa incentive opp (paid monthly) + STI $20k pa
- The opp to play a key role in this dynamic organisation’s growth and service excellence
- A highly collaborative group of peer Group Managers who are ready to embrace innovation

This is a fast paced and dynamic business that requires a highly collaborative and dynamic leader to take on this well established and significant Tier 1 customer’s consumer service and faults inbound customer queries, and deliver on their behalf best in class customer service.