National Call Centre Manager

7 days ago

Sydney, New South Wales, Australia Employ Full time

Call Centre Management Experience - Banking
- free gym and pool and hybrid role
- Managing a contact centre of 36 and 3 team managers

A national provider of home loans and house hold name and market leader is seeking and experienced National Call Centre Manager in banking managing up to 40 agents with the help of 3 team leaders reporting to them.

You will inspire and drive outcomes and lead and guide your team leaders to drive positive customer interactions through their respective team members.

Our Call Centre is open 7 days a week with operating hours from 8:00am to 8:00pm Monday to Friday and 9:00am to 5:00pm on weekends and Public Holidays. You manage overall workings of the call centre and work a 5 day working week and support and drive your management team to achieve the desired outcomes.

You will lead and inspire your team driving results, handling escalations and maintaining customer service levels and standards. You will engage, motivate and develop your team, leading by example and providing guidance and training where required. You will drive quality of service throughout your team and maintain and meet client service level requirements.

**Role Summary**

Accountable for the effective operation of a national call centre and its leadership, you will maximize performance and ensure that service standards are met and maintained. Ensure a high level of service is provided at all times while providing mentorship to the team leaders - promoting and encouraging team work and morale.

**Role requirements**:

- Develop a team culture with a high service ethics to ensure the achievement of service standards, and providing a consistently high level of customer service to customers
- Conduct weekly team management meetings addressing performance and call centre metrics
- Provide regular feedback to the CEO on the contact centre performance and key client stakeholders
- Service level management and call queue management
- Provide day to day support to team managers
- Ensure that appropriate training and development plans are developed and implemented across the team
- Conduct regular performance management activities, ensuring that succession planning, performance planning and performance appraisal processes are adhered to
- Hold regular team meetings and stand ups, ensuring that all staff participate, recognise, contribute and receive updates on business performance

**Experience**:

- Previous Call Centre Management experience is essential and familiar with call centre dynamics and metrics and driving out performance SLA's.
- Banking experience is essential and a requirement for this role
- Strong leadership skills and enthusiastic attitude to customer service
- Excellent communication and relationship building skills
- Demonstrated ability to drive results through coaching, training & mentoring
- Strong organisational skills and ability to identify issues and solve problems
- Ability to handle escalated complaints and build customer relationships
- Bubbly energetic personality that is passionate about their people

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