Senior Call Centre Manager

1 week ago

Mulgrave, Australia Page Personnel Full time
  • Full time Permanent Role
  • $139,000 + super salary with benefit of new car and petrol every 6 months

About Our Client

Our client is a highly regarded international company in the automotive sector, renowned for its commitment to innovation and excellence. They pride themselves on delivering superior customer experience through a dedicated and professional team.

Job Description

As the National Call Centre Senior Manager, key responsibilities include (but are not limited to):

  • Strategic Planning: Develop and implement best practice processes for enquiry management, ensuring the prioritisation and implementation of strategic plan tasks to achieve departmental KPIs.
  • Performance Management: Maintain up-to-date knowledge of legal and industry trends, monitor and manage escalated customer enquiries and technical cases proactively, and reduce the number of escalated issues.
  • Staff Management: Maintain staff satisfaction, manage performance, provide regular training, and ensure regulatory compliance.
  • Customer Experience: Develop initiatives to deliver the ultimate customer experience in consultation with stakeholders and review and manage the Call Centre strategy periodically.
  • Budget and Third-Party Management: Develop and manage the annual budget, focusing on cost containment without compromising service quality, and oversee third-party provider performance.
  • Reporting: Provide timely performance reports to stakeholders, reconcile performance with budget forecasts, and ensure performance against budgets and objectives is tracked and communicated.
  • Stakeholder Engagement: Frequently interact with the Director of Customer Support, State Managers, Dealer Staff, Senior Managers, and Corporate Counsel to report concerns, develop training content, resolve technical issues, and ensure compliance with legal standards.

The Successful Applicant

The ideal candidate will possess at least 5 years of experience managing a call centre, a strong understanding of Australian Consumer Laws (ACL), excellent written and verbal communication skills, and proficiency in Microsoft Office Suite (Word, Excel, Outlook). They will have proven staff management skills, including developing and guiding teams, maintaining staff satisfaction, and ensuring regulatory compliance. A methodical approach to data analysis and KPI reports, combined with strong negotiation abilities to communicate effectively with various stakeholders, is essential. The candidate should be capable of developing innovative strategies for enquiry management and proactive problem-solving. They will demonstrate competencies such as a drive for results, relationship building, as well as leadership skills in developing others, planning and managing change, and thinking and acting strategically. Maintaining and enhancing high business ethics, product quality, and professional image, along with compliance with company procedures and policies, is crucial.

If you are ready to take on this challenging and rewarding role, we invite you to apply and join a team dedicated to achieving excellence in customer service.

What's on Offer

  • Internationally renowned automotive company
  • $139,000 + super
  • New car every 6 months with free petrol
  • 5 days on site in office
  • Mulgrave Location
  • Full time permanent role

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