Contact Centre Manager

2 weeks ago

Melbourne, Victoria, Australia AF Legal Pty Ltd Full time $104,000 - $130,878 per year
  • National listed law group with innovative approach
  • Strategic Contract Role
  • Work from home

Exceptional opportunity to work with a team on the leading edge of professional services. We are looking for an experienced Contact Centre Manager to take on a contract role reviewing our current new client process, in lead up to a company-wide change project.

You will need the technical skills and expertise to review and improve client onboarding processes and the technology that supports it (cloud based phone system and Salesforce) to enhance client experience and efficiency.

About the business

  • We encompass several Award Winning, client first, market leading legal brands including Australian Family Lawyers, Watts McCray, AFL Withnalls, AFL Kordos and Armstrong Legal
  • Our lawyers are 'outcomes focussed', they are empathetic and adopt a holistic approach in supporting our clients with their needs.
  • We do things differently at AF Legal Group, our environment is positive, flexible, and inclusive for clients and our staff.
  • We utilise technology and drive innovation to make us more efficient.
  • We are in a high growth phase, focused on scaling up profitably

About the role

We are looking to welcome a Contact Centre Manager for a 8 month contract role with the possibility of part time for the right candidate. This is a strategic leadership role, providing advice on how to improve our current systems and integration within a firm-wide change project, working closely with our new client and business teams to implement changes.

To review current "as is "and then guide "where to" the role will consider:

  • Aligning processes and technology, to enhance efficiency, conversions and performance
  • Best use of technology/automation (inc AI) to deliver optimum service-levels
  • Capacity management including out of hours coverage and resourcing
  • Collaborating cross-functionally to harmonise client needs across practice areas/regions
  • Metrics that supports accountability, high engagement, and outstanding client outcomes.
  • Coaching/collaboration skills to engage and develop current team expertise
  • Change management experience improving sales processes, client experience and adoption.

Benefits and perks

On offer:

  • Work from home (and in office when required) on a national collaborative team
  • A supportive team that values enjoyment at work and being recognised for strong performance.
  • Career enhancing experience – reviewing and improving the onboarding process for a B2C listed law group

Skills and experience

  • Bachelor's degree or higher in Business or relevant area
  • Strong previous experience in a Contact Centre Manager role
  • Proven ability to map current process and make recommendations as to the "where to"
  • Strong technical skills with Contact Centre technology, integrations and reporting eg. Salesforce, Cloud based Phone solutions and Contact Centre Reporting
  • Experience in automation and workflow to improve efficiency (including use of AI)
  • Proven ability to Project Manage and meet deadlines
  • High attention to detail, strong client and quality focus
  • Professional Services industry experience an advantage

Reporting to

  • Chief Marketing Officer

No agencies please, only shortlisted candidates will be contacted.

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