Call Centre Manager

5 days ago

Melbourne, Australia Kacha Full time

Our client is a successful and rapidly expanding Customer Contact and Service business looking for a Contact Centre Manager to help build their local and global operation. Post the COVID-19 pandemic, they have redesigned the traditional approach to call centres. Now they are moving forward with a hybrid of local contact centres and a geographically dispersed network of 200+ customer service agents working from home.

Having recently won several major client contracts, they are now in the process of scaling up and transforming both their local presence and their globally distributed service operation. Currently taking on board 60 onshore staff, the business is scaling an additional division of 200 distributed offshore agents, with the possibility of growing by an additional 1,000 seats early to mid-next year.

**Why this role is brilliant**:

- The company is growing rapidly, and you’ll get to grow with it
- The salary is $140K to $160K plus super, with up to $100K in bonus on top
- The manager the role reports to is a legend - collaborative, culturally focused and easy to get along with
- The role is diverse, and you’ll get the opportunity to get involved in many areas of the business from operations to strategy
- Have the flexibility to work from home as you see fit

**More specifically, in this role, you will get to**:

- Work with the local team to establish the Australian-based contact centre
- Work with overseas assets on creating an internationally distributed network of service agents
- Leverage platforms such as Zendesk and Twilio to improve contact centre performance
- Get involved in business operations, bringing an entrepreneurial flair wherever possible
- Recruit team leaders to support the organisation's growth
- Ensure the business unit complies with all relevant regulatory and legal requirements
- Participate in or lead new projects
- Go out for celebratory drinks with the local leadership team

**To be suitable for this role you may have**:

- 3+ years of contact centre management experience
- A focus on culture, and a proven track record of building engaged teams
- The ability to use KPI’s and call data to drive the right behaviours without micromanaging
- A desire to be part of a journey and a close nit team

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