Contact Centre Manager

4 days ago

Melbourne, Victoria, Australia Serco Full time

Permanent full-time opportunity with flexible, hybrid working options
- Play a pivotal role in positively impacting the lives of people with disabilities
- Excellent prospects for professional development and career advancement

**About the Opportunity**

We are looking for a transformative Contact Centre Manager to lead our virtual contact centre operations in the disability sector. This role is essential in ensuring that our contact centre not only meets but exceeds operational, contractual, and quality standards. Through effective leadership, coaching, and implementation of people-focused strategies, you will uphold Serco's values of Care, Pride, Trust, and Innovation, directly impacting the lives of individuals living with disabilities.

**What you'll be doing**
- Directing the day-to-day management of the contact centre, ensuring alignment with agreed service standards and customer expectations
- Overseeing key operational metrics including service grade, customer satisfaction, and quality objectives
- Continuously investigate ways to enhance the overall customer experience by implementing feedback-driven improvements and innovative solutions
- Working closely with Workforce Management to forecast staffing needs, optimise resource allocation, and ensure operational efficiency
- Establishing clear learning plans and performance management processes for all team members
- Collaborating with the Quality Assurance team to implement programs that monitor and enhance the quality of customer interactions

**About you**

You are deeply passionate about serving your community, especially those most vulnerable, such as individuals living with disabilities. As a motivated leader with robust managerial skills, you create an environment that promotes teamwork, innovation, and high performance. Your strong coaching and mentoring abilities, coupled with exceptional communication skills, enable you to effectively lead and motivate diverse teams. You are committed to building and maintaining strong client relationships and are driven to excel in a dynamic operational setting.

**Your ideal skills & experience**
- Ability to secure Baseline Security Clearance, requiring Australian Citizenship
- Proven experience in managing inbound or outbound contact centre operations
- Strong understanding of contact centre metrics, management techniques, and technologies
- Demonstrated ability to manage geographically dispersed or hybrid work teams
- Experience with budget management, cost control, and client relationship management
- Commercial acumen and a track record of developing strong client partnerships
- High level of confidence, drive, and motivation to lead a busy service operation

**About us - Serco & proud**

**Why Join Us**
- You'd be joining a company that delivers essential public services (in partnership with governments) that impact a better future for communities, & those in our care
- You'll get to have an impact on how we do things: Enjoy being part of a driven team with a collaborative culture that values decision-makers & action.
- We invest in you: Accelerate your career through our learning & development opportunities - think skills based training, defined career pathways & fantastic internal mobility opportunities across the group

This is a position of trust and responsibility and to support this we will conduct a thorough probity assessment, which includes a Federal police check as an essential selection component for this role.

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