Contact Centre Manager

5 days ago

Brisbane, Australia Bank of Queensland Full time

**About the Role**
The SupportU Team Manager is a complex role, responsible for establishing and managing the following activities, including, but not limited to:

- establishing and managing a multi-brand second level support function
- developing and providing intuitive reporting, for contact centre operational teams to drive uplift in banker performance via targeted and tailored coaching
- communicating opportunities with senior stakeholders and other support functions to bolster existing processes/policies and enhance onboarding/training curriculum
- supporting the evolution of change via our continuous improvement pipeline
- management of escalations and second level complaints support, act as a key liaison with Customer Relations

As SupportU Team Manager, reporting into the Operational Excellence Lead, you will also manage the Knowledge Management artefacts owned by our Customer Contact team, to ensure resources are current and fit for purpose. This is a permanent full-time opportunity.

**About you**

**About Us**
BOQ is one of Australia’s leading regional banks and provides a genuine alternative for Australian financial services customers and employees. Our purpose is to create prosperity for our customers, shareholders and people through empathy, integrity and by making a difference. Our ambition is to be known as the bold challenger bank; with multi-brands that are digitally enabled with a personal touch.

BOQ is passionate about providing opportunities for you to develop your career as we continuously adapt and deliver in a transformational and collaborative environment with a strong focus on community.

BOQ’s Inclusion vision is to foster a workspace that values and leverages difference and creates new possibilities, a place where our people feel confident to bring their best selves to work every day. We embrace difference and believe that our workforce should reflect the customers and communities that we serve.

Since 2021 BOQ Group is recognised as an Employer of Choice for Gender Equality by the Workplace Gender Equality Agency (WGEA).

**Our Benefits**
- Flexible working arrangements
- Discounted financial products
- Salary sacrificing options
- Paid parental leave with no minimum
- Paid volunteer days
- Purchase annual leave
- Discounted private health insurance plan
- Employee Assistance Program (EAP)
- 5 employee diversity network groups focusing on: First Nations Reconciliation Council, Proudly ME (LGBTIQA+), Multicultural, Gender and Early Career
- BOQ Group is a member of Pride in Diversity and a participating organisation in the Australian Workplace Equality Index

**How to Apply**

The Bank of Queensland is committed to diversity and an inclusive workforce. Aboriginal and Torres Strait Islander People are encouraged to apply.

If you are successful for a role with the Bank of Queensland, it is a condition of employment that background screening is completed to ensure that the Bank complies with its obligations under the Anti-Money Laundering and Counter Terrorism Financing Act. These checks may include, but are not limited to: identity, verification, reference checks, criminal background checks, immigration checks, verification of academic qualifications, bankruptcy checks.

Job Reference: BOQ02680

  • Contact Centre Manager

    4 weeks ago

    Brisbane, Queensland, Australia Apex Group Ltd Full time

    The Apex Group was established in Bermuda in 2003 and is now one of the world's largest fund administration and middle office solutions providers.Our business is unique in its ability to reach globally, service locally, and provide cross-jurisdictional services.With our clients at the heart of everything we do, our hard-working team has successfully...

  • Contact Centre Manager

    4 weeks ago

    Brisbane, Queensland, Australia Apex Group Ltd Full time

    The Apex Group was established in Bermuda in 2003 and is now one of the world's largest fund administration and middle office solutions providers.Our business is unique in its ability to reach globally, service locally, and provide cross-jurisdictional services. With our clients at the heart of everything we do, our hard-working team has successfully...

  • Contact Centre Manager

    4 weeks ago

    Brisbane, Queensland, Australia Apex Group Ltd Full time

    The Apex Group was established in Bermuda in 2003 and is now one of the world's largest fund administration and middle office solutions providers.Our business is unique in its ability to reach globally, service locally, and provide cross-jurisdictional services. With our clients at the heart of everything we do, our hard-working team has successfully...

  • Manager - Contact Centre

    18 hours ago

    Brisbane, Australia Queensland Government Full time

    About Legal Aid Queensland Legal Aid Queensland's vision is to be a leader in a fair justice system where people are able to understand and protect their legal rights. Our purpose is to provide quality, cost effective legal services to financially disadvantaged people throughout Queensland. We embrace diversity, flexibility, learning and continuous...

  • Contact Centre Operations Manager

    5 days ago

    Brisbane, Australia KBH Solutions Full time

    $90K plus Super - CBD - Manage Customer Service/Sales and Membership teams Contact Centre Operations Manager required for Leading company that provide strong membership and insurance services to their customers. Managing Insurance and Customer Service Contact Staff your role requires you to support, develop, coach and drive the team to meet targets while...

  • Contact Centre Agent

    2 weeks ago

    Brisbane, Australia HAYS Full time

    Contact Centre agent role in Brisbane **Your new company** This organisation is committed to providing Queensland with the best service possible. They are looking to hire a Contact Centre Agent in their Brisbane office. **Your new role** Reporting to the Contact Centre Team Leader, your primary role purpose will be to deliver a specialised customer...

  • Contact Centre Supervisor

    6 days ago

    Brisbane, Australia National Storage Full time

    Permanent Full Time PM Supervisor 12-8pm In our Contact Centre we’re passionate not just about training and developing you for the role you’re in, but nurturing, coaching and developing our employees to be the best version of themselves and setting them up for continued success with National Storage and beyond. We want to support, motivate and inspire...

  • Contact Centre Supervisor

    4 days ago

    Brisbane, Australia National Storage Full time

    **Permanent Full Time Supervisor** **Shift Patterns can Vary Between 7am to 3pm **OR** 8am to 4pm** ***In our Contact Centre we’re passionate not just about **training** and **developing** you for the role you’re in, but **nurturing**, **coaching** and developing our employees to be the best version of themselves and setting them up for **continued...

  • Contact Centre Officer

    4 days ago

    Brisbane, Australia National Heavy Vehicle Regulator Full time

    **About the role** Based at our **Newstead office, (locations outside of Brisbane can be considered)**the **Contact Centre Officer**will work within our award winning small inbound customer contact centre to provide exceptional customer service whilst providing solutions to queries. You will need to take ownership and initiative to solve customer problems,...

  • Contact Centre Agent

    6 days ago

    Brisbane, Australia National Storage Full time

    It’s an exciting time for us at National Storage as we continue to expand and solidify ourselves as the market leader within Australia and New Zealand for all things storage. Established in 2000, National Storage is one of Australasia’s largest self-storage providers, tailoring self-storage solutions in 270+ storage centres across Australia and New...