Contact Centre Lead, Australia - Melbourne, Australia - AXS

AXS

Verified Company

Melbourne, Australia

2 weeks ago

Posted by:

Olivia Brown

beBee Recruiter

Description

JOB TITLE:
Contact Centre Head, Australia

REPORTS TO:
Managing Director, ANZ

LOCATION:
Melbourne, Australia

Who we are
AXS connects fans with the artists and teams they love.

Each year we sell millions of tickets to thousands of incredible events - from concerts and festivals to sports and theater - at some of the most iconic venues in the world.

Since our founding in 2011, we've consistently pushed the industry forward and improved experiences for fans, making it easier than ever to discover events, find the perfect seats, and enjoy unforgettable live entertainment, and we continue to lead the evolution of our industry today.

The Role
The Contact Centre Head is responsible for the strategic planning and execution of all Contact Centre operations.

Implements and reviews policies and operating structure of the contact centre. Sets standards and guidelines for customer interactions.
Monitors the interactions to ensure that the expectations of the customers are met.
Analyzes operations of the contact centre and oversees any efficiency improvements. Continually engaged in leading and inspiring their team in developing and documenting best practices in the performance of all duties and responsibilities.

What you'll be doing

Responsible for development and adherence of annual department budget to attain the goals of the department
Manage workflow and performance metrics, and proper scheduling of contact centre staff to accommodate business needs & peak volumes
Maintains and improves call centre operations by monitoring performance; identifying and resolving problems; preparing and completing action plans; managing system and process improvement and quality assurance programs
Develops and directs the management of the call centre to ensure customer satisfaction, improved call efficiency, low abandonment, and improved customer service and training
Engaged in leading and inspiring team in developing and documenting best practices in the performance of all duties and responsibilities
Develop and maintain effective staffing levels, training, coaching, ongoing employee development and recognition
Manage current policies and monitor areas of improvement
Review and report analytics, rely on the analysis for all decisions in staffing

Skills and Experience we're seeking

Bachelor degree or higher preferred
5+ years' management experience in a call centre environment
Experience with strategic initiative development and implementation, specifically with operating policies and procedures, and work process improvements
Strong analytical skills and the ability to drive change and manage longterm projects
Excellent communication, management, interpersonal and leadership skills required
Ability to adapt and remain flexible in a dynamic environment
Coaching and mentoring experience
Highly organized and ability to prioritize and manage time efficiently with the ability to handle stress in a fastpaced, high volume call centre environment
Businesslevel Japanese fluency a plus

Note:
This job description is not intended to be all-inclusive. Contact Centre Head, Australia may be required to perform other related duties as assigned.