Customer Contact Centre Manager HYBRID — SYDNEY

3 weeks ago

Sydney, Australia Mable Full time

This is an exciting newly created role as the Contact Centre Manager, you will be responsible for overseeing the day-to-day activities of our contact centre team, ensuring exceptional service delivery and driving continuous improvement initiatives. This role requires strong leadership skills, strategic thinking, and a passion for customer satisfaction.

Key Responsibilities:

Team Leadership

    • Lead, mentor, and motivate a team of customer service representatives to achieve performance targets and deliver exceptional customer experiences.
    • Provide ongoing coaching and feedback to enhance team members' skills and performance.
    • Foster a positive and inclusive work environment that encourages collaboration, innovation, and continuous learning.

Operations Management

    • Oversee all aspects of contact centre operations, including inbound and outbound calls, email correspondence, and live chat support.
    • Develop and implement strategies to optimise workforce management, ensuring adequate staffing levels to meet service level agreements (SLAs) and customer demand.
    • Monitor key performance indicators (KPIs) and metrics to track performance, identify trends, and implement corrective actions as needed.
    • Streamline processes and procedures to enhance efficiency and productivity within the contact centre.

Quality Assurance

    • Establish quality standards and monitor service quality through call monitoring, customer feedback analysis, and performance evaluations.
    • Conduct regular audits and assessments to ensure compliance with organisational policies, procedures, and regulatory requirements.
    • Implement quality improvement initiatives to enhance service delivery and customer satisfaction.

Technology and Systems

    • Oversee the implementation and maintenance of contact centre technologies and systems whilst leveraging advancements in technology such as AI integration.
    • Collaborate with IT and other departments to troubleshoot technical issues and optimise system functionality to support business objectives.

Reporting and Analysis

    • Generate and analyse reports on contact centre performance, including call volume, response times, customer satisfaction scores, and agent productivity.
    • Utilise data-driven insights to identify opportunities for process improvements, resource allocation, and service enhancements.
    • Present findings and recommendations to the Head of Customer Operations to inform strategic decision-making.

Skills and Experience

    • Proven experience in contact centre management leadership
    • Experience with IVR tools such as Talkdesk, Genisys, Salesforce or other
    • Strong understanding of contact centre operations, including workforce management, performance metrics, and quality assurance processes.
    • Excellent leadership and people management skills, with the ability to inspire and motivate a team to achieve goals.
    • Exceptional communication skills, both verbal and written, with the ability to interact effectively with internal and external stakeholders.
    • Analytical mindset with proficiency in data analysis and reporting tools.
    • Demonstrated ability to drive process improvements and implement change initiatives.
    • Knowledge of contact centre technologies and software applications.

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