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Contact Centre Manager

4 months ago

Dandenong, Australia Serco Full time

About the Opportunity

Are you ready to take on a transformative leadership role in a dynamic and impactful environment?

We are looking for a highly experienced Contact Centre Manager to lead our expansive virtual contact centre operations for our client in the disability sector. You will be responsible for managing and inspiring a team of more than 500 dedicated professionals. This role is essential in ensuring that our contact centre not only meets but exceeds operational, contractual, and quality standards. Through effective leadership, coaching, and implementation of people-focused strategies, you will uphold Serco's values of Care, Pride, Trust, and Innovation, directly impacting the lives of individuals living with disabilities.

Join us in this exciting opportunity to lead a significant operation and make a real difference in the lives of many

What you’ll be doing 

  • Directing the day-to-day management of a large-scale contact centre, ensuring alignment with agreed service standards and customer expectations.
  • Overseeing key operational metrics including service grade, customer satisfaction, and quality objectives.
  • Continuously investigate ways to enhance the overall customer experience by implementing feedback-driven improvements and innovative solutions.
  • Working closely with Workforce Management to forecast staffing needs, optimise resource allocation, and ensure operational efficiency.
  • Establishing clear learning plans and performance management processes for all team members.
  • Collaborating with the Quality Assurance team to implement programs that monitor and enhance the quality of customer interactions.
  • Managing and leading a large team of over 500 people, ensuring consistent communication, support, and development opportunities across all levels.

About you 

You are deeply passionate about serving your community, especially those most vulnerable, such as individuals living with disabilities. As a motivated leader with robust managerial skills, you create an environment that promotes teamwork, innovation, and high performance. Your strong coaching and mentoring abilities, coupled with exceptional communication skills, enable you to effectively lead and motivate diverse teams. You are committed to building and maintaining strong client relationships and are driven to excel in a dynamic operational setting.

Your ideal skills & experience

  • Ability to secure Baseline Security Clearance, requiring Australian Citizenship.
  • Proven experience in managing inbound or outbound contact centre operations.
  • Strong understanding of contact centre metrics, management techniques, and technologies.
  • Demonstrated ability to manage geographically dispersed or hybrid work teams.
  • Experience with budget management, cost control, and client relationship management.
  • Commercial acumen and a track record of developing strong client partnerships.
  • High level of confidence, drive, and motivation to lead a busy service operation.

About us – Serco & proud

At Serco, not only is the nature of the work we do important, but everyone has a vital role to play from caring for vulnerable people to managing complex public services. We are a team of 50,000+ globally and 14,000+ in Asia Pacific responsible for delivering essential public services in areas including Defence, Justice, Immigration, Healthcare, Facilities Management, and Community Services. To learn more please visit www.serco.com/aspac

Why Join Us

  • You'd be joining a company that delivers essential public services (in partnership with Governments) that impact a better future for communities, & those in our care. 
  • You’ll get to have an impact on how we do things: Enjoy being part of a driven team with a collaborative culture that values decision-makers & action.
  • We Invest in you: Accelerate your career through our learning & development opportunities – think skills-based training, defined career pathways & fantastic internal mobility opportunities across the group

If you are inspired to make a positive difference, please apply now.

For more information about this job opening, or to have a confidential discussion, please email Vanessa at Stefi.Beka@serco-ap.com. We do not accept applications via email. Please be advised that all prospective applicants are required to submit an application and participate in our formal recruitment process. 

This is a position of trust and responsibility and to support this we will conduct a thorough probity assessment, which includes a Federal police check as an essential selection component for this role.

Serco requires employees in this role to be fully vaccinated against COVID-19 to ensure the safety and wellbeing of our people. Please consider this requirement when submitting your application. 

Serco’s values of Trust, Care, Innovation and Pride underpin everything we do. We are curious, creative, and collaborative. Our people matter and make a difference every day. We seek and celebrate diversity and encourage applications from all backgrounds and cultures including Aboriginal and Torres Strait Islander people, LGTBQI+, veterans and people with disability. By joining Serco, you will have access to Employee Networks led by colleagues who are passionate about diversity, inclusion and belonging.