Call Centre

5 hours ago

Regents Park, New South Wales, Australia Smartech Systems Oceania Pty Ltd Full time $60,000 - $100,000 per year

Call Centre & Co-ordination Manager - *SMARTECH Business Systems*

SMARTECH Business Systems is seeking a hands on Call Centre & Co-ordination Manager. This role is responsible for overseeing day-to-day call centre operations, ensuring exceptional customer experience, managing team performance, and coordinating service workflows across the business.

Key Responsibilities
  • Lead the call centre and coordination team to deliver high-quality customer service
  • Oversee daily call centre operations, including queue management, service response times, and escalation handling
  • Monitor team performance, implement KPIs, and drive continual service improvement
  • Coordinate service requests, technician scheduling, and workflow allocation nationally
  • Ensure timely follow-up on customer enquiries, complaints, and service issues
  • Maintain and improve call centre processes, scripts, and service standards
  • Generate and analyse call centre performance reports and operational data
  • Collaborate with internal departments to streamline communication and resolve customer issues
  • Maintain accurate customer records, documentation, and service logs
  • Manage complex customer escalations with professionalism and sound judgement
  • Drive a customer-first culture and strengthen service delivery outcomes across the business
  • Act as a back up operator in the Call Centre and/or Co-ordination team when required
Requirements
  • 2+ years' experience in call centre management, coordination, or customer service leadership
  • Proven ability to lead and motivate teams in a fast-paced environment
  • Strong organisational skills with the ability to manage competing deadlines
  • Excellent communication and conflict-resolution skills
  • High level of systems competency; CRM and call-centre software experience preferred
  • Strong analytical skills with the ability to interpret operational data
Why Join SMARTECH?
  • Be part of a national, fast-moving business with a supportive, collaborative culture
  • Lead a key operational function that directly impacts customer experience and business performance
  • Opportunities to drive service improvements and contribute to meaningful business outcomes

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