Manager, Contact Centre

4 weeks ago

Newcastle, Australia SS&C Administration Services (Australia) Pty Limited Full time

As a leading financial services and healthcare technology company based on revenue, SS&C is headquartered in Windsor, Connecticut, and has 27,000+ employees in 35 countries. Some 20,000 financial services and healthcare organizations, from the world's largest companies to small and mid-market firms, rely on SS&C for expertise, scale, and technology.

Job Description

Get To Know The Team:

We’re seeking a dynamic and motivated Manager to inspire and guide our team in consistently exceeding client expectations. In this role, you’ll oversee the delivery of exceptional service across multiple communication channels, including phone, email, and chat. This position offers a flexible hybrid working model to support work-life balance, alongside a business casual dress code for a professional yet comfortable environment.

If you're passionate about leadership, customer service excellence, and making a difference, join us and take your career to the next level

What You Will Get To Do:

As a results-driven leader with a passion for customer excellence and operational efficiency, you will be responsible for.

  • Implement and oversee plans to meet performance metrics, service level agreements, and strategic objectives.
  • Foster a high-performing, member-focused culture through coaching, training, and regular performance reviews.
  • Optimise staffing, scheduling, and resource allocation to meet service demands and ensure smooth operations.
  • Conduct audits, provide feedback, and implement targeted training to enhance team performance and service quality.
  • Identify inefficiencies, leverage data, and drive enhancements to processes, systems, and performance metrics.
  • Develop strategies to improve customer satisfaction and handle escalations with professionalism.
  • Analyse data, prepare performance reports, and present insights to senior management.
  • Communicate updates and work closely with stakeholders to ensure alignment with business goals.
  • Partner with HR to recruit, onboard, and train team members effectively.

What You Will Bring:

This role is best suited to a proactive and strategic leader with a passion for delivering exceptional customer experiences and optimising operational efficiency.

  • Bachelor’s degree in business management, communications, or a related field (or equivalent experience).
  • Proven experience in a leadership role within a contact centre environment.
  • Demonstrated ability to meet and exceed service level agreements and operational targets.
  • Strong leadership and people management skills, with a track record of developing high-performing teams.
  • Proficiency in contact centre technologies, including call management systems and workforce planning tools.
  • Excellent problem-solving, decision-making, and conflict resolution skills.
  • Data analysis and reporting capabilities, with the ability to use insights to inform strategy.
  • Outstanding communication skills to engage with teams and stakeholders effectively.

Recruitment Process

  • MS Teams Screening – TA Partner
  • 1 Hour Behavioural Interview – Hiring Manager/s
  • Offer/Onboarding

Please Note: Successful candidates will be required to start on 13th January 2025

Why You Will Love It Here

At SS&C, we offer an exceptional array of benefits and incentives designed to ensure our employees feel valued and supported.

  • SS&C Advantage a comprehensive reward and wellness platform
  • Bonus Scheme
  • Income protection insurance and salary continuance
  • Death and TPD insurance (Available through SS&C Superannuation Fund)
  • Private Health Insurance discount
  • Generous Bereavement & Compassionate Leave
  • Primary & Secondary carers paid parental Leave
  • Focused on Mental Health
  • Employee Assistance Program (EAP)
  • Hybrid Working Model

We encourage applications from people of all backgrounds and particularly welcome applications from under-represented groups, to enable us to bring a diversity of perspectives to our thinking and conversation. It's important to us that we strive to have a workforce that is diverse in the widest sense.

Unless explicitly requested or approached by SS&C Technologies, Inc. or any of its affiliated companies, the company will not accept unsolicited resumes from headhunters, recruitment agencies, or fee-based recruitment services.

Background Checks

All offers of employment at SS&C are subject to background verification checks, including a 5-year employment history, proof of eligibility to work in the hiring location, proof of address, credit check and criminal record check (where permitted by local law). The accuracy of all information you submit as part of your application is vital and may be used as part of the background-checking process should you be successful.

#S-DNI

Unless explicitly requested or approached by SS&C Technologies, Inc. or any of its affiliated companies, the company will not accept unsolicited resumes from headhunters, recruitment agencies, or fee-based recruitment services.

SS&C Technologies is an Equal Employment Opportunity employer and does not discriminate against any applicant for employment or employee on the basis of race, color, religious creed, gender, age, marital status, sexual orientation, national origin, disability, veteran status or any other classification protected by applicable discrimination laws.

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