customer information centre manager in Canberra CBD

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job details

posted
location
canberra cbd, australian capital territory
specialism
call centre & customer service
job type
permanent
working hours
Full-Time
reference number
90M0361606_1537259711
contact
mirinda curtis, randstad
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job description

Randstad are working with an industry leading client who has a newly created vacancy for a manager in their Customer Information Centre. This organisation is customer focus and passionate about delivery great customer experiences. The CIC Manager will ensure that the help drive customer loyalty. The role involves using a range of measurements to monitor analyse and plan improvements to CICs performance.

Responsibilities:
In this role responsibilities will include but not limited to:

  • Providing leadership, development and coaching to team leaders and consultants
  • Contribute the design and implementation of change programs
  • Embed a performance culture, by ensuring performance targets, and KPI’s are continually reviewed and expectations are met within optimum levels of quality & service delivery
  • Actively engaging and supporting the development of teams to ensure optimum performance and succession planning
  • Ensure effective and consistent communication throughout the team, encourage feedback and customer insight in order to enhance the customer experience
  • Maintain effective multi-level communication channels to facilitate best in class knowledge sharing and root cause analysis
  • Work with the Workforce Optimisation team to ensure the most effective resource plans are developed and achieved

Requirements:
To be considered for this role you will need to demonstrate the following skills and attributes:

  • Experience managing, coaching and developing staff including management of performance issues
  • Ability to communicate effectively with a diverse range of stakeholders
  • Resilience, sensitivity and ability to remain calm in a busy workplace
  • Performance and outcome orientation
  • Experience identifying and implementing systems and process improvement initiatives

If you are interested in the role, apply now via the appropriate link. Alternatively, if you would like to have a confidential discussion regarding this role please call us today on 6132 3812.

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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.

skills

Customer Information Centre Manager

qualification

Management

educational requirements

Secondary School/High School