Contact Centre Manager Ftc 10 Months - Sydney, Australia - FutureYou

FutureYou

Verified Company

Sydney, Australia

1 week ago

Posted by:

Olivia Brown

beBee Recruiter

Description

Job details
Posted
10 April 2024
Salary
Base + Super
Location
Sydney
Job type
Contract
Discipline
Business Support
Reference

BH
Job description
Client Details

National Organisation well known brand.

Description

This role is vital for engaging customers.

The individual will manage the Customer Service Supervisors and Officers to deliver excellent customer experience, handle team escalations, be responsible for all metrics and reporting for the customer service team, and drive continuous improvement for customer experience, team engagement, and productivity.

Oversee all aspects of the operation including Customer Service (calls and administration related functions)
Coaching & developing team to achieve expectations and performance goals (feedback, training and development, performance reviews
Identifying and optimise continuous improvement opportunities across the business and reducing operating costs
Identifying and developing key initiatives (projects) to further enhance the team's function
Regular Reporting and enabling data-driven decisions
Managing and maintaining high service standards (queues, call times, client service expectations etc.)
Resolution management (taking ownership of escalated enquiries/complaints)
Continuously driving engagement and values-based culture across the Contact Centre and all areas of the organisation
Workforce planning (including rostering, recruitment, time and attendance)
Building and maintaining internal and external relationships, continuing to cement our reputation and market presence
Reporting call data and client trends to our Executive Team
Contributing to ad-hoc strategic projects taking place within the organisation.

Profile

Proven experience as a customer service manager ideally in Retail
Desirable to have experience with an outsources provider
Experience in providing customer service support in a retail and professional environment
Experience in leading teams of 20+ people
Experience in managing rosters to KPIs
Experience managing sensitive customer data
Familiar with Zendesk, Microsoft Office, particularly Outlook, PowerPoint, Word and Excel
Ability to lead and manage diverse teams in a fast-paced, high pressure, client-focused environment
Leadership experience with a transparent style that instils confidence and builds capability
Solutions-focused and ability to identify opportunities to drive and deliver outstanding service
Be well structured with strong communication skills and the ability to work autonomously
Be uncompromising on the level of quality when it comes to delivery and execution

Has a strong understanding of emerging technologies and how to implement innovative technology to strengthen the function's future capabilities and evolve the workforce.

Job Offer

High perfomning team and business