General Manager Customer

4 days ago

Sydney, New South Wales, Australia Best Resources Full time

A unique and exciting opportunity has arisen for a General Manager Customer and Client Support Centre based in Castle Hill. This new role reporting to the Chief Supply Chain Officer requires a highly experienced, high volume customer contact centre leader looking for an opportunity to drive our customer experience to the next level.

This role requires a highly experienced Call/Contact Centre General Manager who has supported a high volume environment, created self sufficiency plans, strategic network plans, and developed a customer first approach in a similar environment.

**_ The role includes_**:

- Responsible for developing all metrics and reporting for the customer service team supporting all parts of the business (retail, vet and services)
- Lead ground support for customer support agents and managers, developing and implementing efficient Customer Service Officers in driving customer experience & support plans
- Be responsible for the development, analysis and implementation of staffing, training, telemarketing, scheduling and reward/recognition programs
- Set industry KPI benchmarks across all facets of the contact centre
- Understand the regulatory, Fair trading and competition rules enough to be able to comply with them, seeking specialist support when required
- Manage customer and client service enquiries and requests through various channels including and not limited to:

- phone
- eMail
- live chat
- social media
- other
- Manage inbound and outbound calls including outbound telemarketing to customers and clients
- Manage outsourced services including telemarketing agencies and external call centre

**_What do we need?_**
- Proven experience as a Customer Service Manager/General Manager in an internal, inbound/outbound call centre as well as experience in outsourced provider in a high volume environment
- Experience in developing and delivering performance metrics to a Senior Leadership and Executive team
- Experience in providing customer service support in a retail and professional services environment (outbound sales an advantage)
- Experience in leading a large team of both internal and external agents
- Experience in a 24hour customer service offering
- Experience in managing rosters to KPI's
- Previous experience in a retail call centre will be highly regarded
- Experience with Zen Desk preferred
- Experience in managing subscriptions and database
- A love of animals

If you are ready for your next challenge in a business where there is stability, opportunity and a true passion for their product then this is it

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