The Company
Our client is a well-established community healthcare organisation delivering essential services to individuals and families across Victoria.
They are currently seeking an experienced Contact Centre Manager to provide interim leadership to a busy customer service function.
This is an excellent opportunity for an experienced contact centre leader who enjoys improving performance, developing teams and creating a positive customer experience. This is a temporary assignment with the potential to go permanent.
The Role
Your responsibilities will include:
- Leading and supporting the contact centre team
- Monitoring contact centre KPIs, call volumes and service levels
- Reviewing performance trends and identifying areas for improvement
- Workforce planning, rostering and managing staffing requirements
- Listening to recorded calls and monitoring quality
- Coaching team leaders and supporting employee performance management
- Reviewing customer feedback and identifying service improvements
- Supporting the team through operational and cultural change
- Managing complex customer escalations
- Working closely with internal quality and service delivery teams
- Reporting on KPIs, performance and improvement initiatives
- Supporting a positive, collaborative and accountable team culture
Your Profile
To be successful in this role, you will ideally have:
- Previous experience managing a contact centre or customer service operation
- Strong people leadership experience, ideally including leadership of Team Leaders
- Experience managing contact centre KPIs and service levels
- Strong workforce planning, rostering and resource management experience
- Experience coaching employees and managing underperformance
- Demonstrated experience leading teams through change
- Strong communication and stakeholder management skills
- A confident, positive and collaborative leadership style
- Experience dealing with sensitive or complex customer interactions
- Experience within healthcare, community services, mental health, disability or NFP environments would be advantageous but is not essential
Apply Today
Please send your resume by clicking on the apply button.
Reference Number: 06810-0013489522BS
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