Contact Centre Manager
Are you a strategic leader ready to take on the accountability of a high-performing contact centre operation? We are seeking a world-class Contact Centre Manager to lead a transformative team for a model for a major Australian brand.
If you thrive on building culture, driving performance, and managing a business unit like your own small business, this is the role for you!
The Role in a Nutshell
As the Contact Centre Manager, you are accountable for the health and overall performance of your entire community, which functions as a small business unit within the larger customer care family. Your focus is on setting the strategic direction, driving commercial outcomes, and fostering a high-performing culture.
...- Total Staff Management: Approximately 44 (including direct reports and external staff)
- Reports To: Director
Key Responsibilities
You will be leading and supporting a high-performing and engaged community to achieve comprehensive objectives.
- Maintaining and driving a customer centric viewpoint in all activities.
- Coaching and mentoring the team to deliver success. - driving the maturity development and progression of the team
- Responsible for improving the overall quality, productivity and efficiency of your community.
- Lead and support a high-performing, engaged onshore team to meet objectives across key areas, including:
- Strategic Initiatives
- Digital Experience
- Performance, People, and Culture
- Alignment with Brand Principles
- Commercials
- Customer Experience
- Accountable for the health, wellbeing and overall performance of your team
- Planning, leading and successfully delivering large scale service projects, programs and initiatives.
- Contribute to building and maintaining a pipeline of Initiatives, Projects and Programs to deliver on the Customer Care Strategy.
- Successfully managing the relationships with the company, vendor/s and all key stakeholders.
- Lead/work on initiatives that may involve a broad range of functional areas across the wider business to help ensure successful delivery of programs impacting Service contacts.
- Partnering and influencing key stakeholders, at multiple levels, to ensure alignment to the Customer strategy and that requirements are delivered.
- End to end P&L management of all relevant costs and any associated revenues/margin within agreed project budget.
- Define, review and analyse organisational processes and suggest improvements working closely with the core project team.
- Involvement in talent acquisition and retention, including recruiting, attracting, and developing the right individuals, while also defining training and quality standards.
- May be required to travel (Domestic / International).
What You'll Bring
- Experience: Minimum of 5 years' experience leading teams.
- Essential Skills: Strong people leadership, experience in a digital service environment, strong improvement and change management experience.
- Technical Acumen: Strong commercial acumen and analytical skills to derive actionable insights.
Ready to take the next step in your leadership career? Apply today!
At Randstad, we are passionate about providing equal employment opportunities and embracing diversity to the benefit of all. We actively encourage applications from any background.
