Contact Centre Manager

1 day ago

Sydney, New South Wales, Australia Bingo Full time $104,000 - $156,000 per year

At BINGO Industries, we're more than just a recycling and resource management company — we're a movement. Operating across Queensland, New South Wales, and Victoria, we deliver intelligent, sustainable solutions across the full waste management supply chain.

This is a pivotal chapter in our growth journey. We're looking for passionate professionals who are ready to help shape the future of our industry — and together, we're working towards a waste-free Australia.

Are you a future leader ready to make a real impact?

Responsibilities:

  • Develop future leaders within their team and mentor others
  • Supervise, monitor and evaluate staff performance including telephone handling and response times
  • Meet with team members on a regular basis to increase awareness with the operations of the team
  • Deliver customer service, achieving coordination of day-to-day operations with our dedicated team leaders
  • Operate and develop the call centre and offering service delivery to meet the needs of customers
  • Analyse call centre statistics (sales rates / customer service metrics etc) & ensure communication to the team for positive reinforcement is undertaken and actions to remedy adverse trends and opportunities are taken
  • Develop short and long-term improvement plans for the call centre delivering innovation, direction, process improvement, human resource capability and organisation support
  • Work with staff to clearly identify and define their responsibilities, developing key performance indicators/goals to ensure effective and efficient operation of the call centre
  • Develop, manage and report on functional budgets including delegating budgetary responsibility and cost centre management to direct reports as appropriate
  • Act as a lead change agent for customer operations ensuring all change initiatives are planned, structured and deliver overall business objectives
  • Carry out all duties in line with Bingo's policies, procedures and processes as amended
  • Any other duty as reasonably directed

Qualifications and Experience

  • Prior experience in a similar role 
  • An ability to think and act at a strategic level
  • Strong computer skills with all aspects of the Microsoft suite
  • Superior communication and interpersonal skills and experience with working with a diverse range of customers and clients
  • Strong leadership skills with the ability to arrange tasks and delegate work
  • Knowledge of performance evaluation and customer service metrics

We are committed at BINGO to building a workforce that reflects the communities and customers we serve. We are a proud RAP organisation, and we are committed to achieving an inclusive workforce. We strongly encourage applications from Aboriginal and Torres Strait Islanders and people from culturally diverse backgrounds.

Interested to know more? Apply now. We look forward to hearing from you

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