Contact Centre Manager

1 week ago

Melbourne, Victoria, Australia A2B Australia Full time

**About Us**

Our 13cabs taxi network is the largest in Australia directly supporting 10,000 vehicles and 40,000 Drivers. We believe in the importance of accessible, dependable, and equitable transport in the community and are building the team, technology, and brands to support its delivery.

We are looking for Contact Centre Manag
**e**r to manage the daily operations of the contact centre and ensure it is running efficiently and effectively to meet overall Company goals and objectives. To lead people, manage performance and drive and sustain customer satisfaction across various customer channels.

**About your role**
- Provide leadership and guidance to the Call Centre Team
- Manage inbound calling to high productivity
- Complete various accounts and reporting for senior management team
- Achieve Targets and KPI's
- Create and promote a customer centric team culture, consistently delivering a high level of customer service and responsiveness
- Supporting and driving the teams to meet and exceed targets
- Identify opportunities where available to increase customer engagement, quality and efficiency
- Daily monitoring and analysis of service levels, weekly reviews of results and provide regular reports to senior leadership team
- Conduct regular performance reviews with the team in line with assigned KPIs and objectives
- Lead the overall operations of the contact centre with a focus on process improvement, digitisation and first call resolution.

**About you**
- 3 years+ experience as Contact Centre Manager for a large inbound team managing national calls
- Experience with collaborating with workforce planning and quality assurance teams.
- Customer service background
- Operations management for day to day running of a Contact Centre
- Aptitude for people management and leadership including recruitment, employee engagement, coaching training and performance management.

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