Address Customer Service/Support
Location
Ballarat, Australia
Job Title: Associate Director - Site Lead
Job Description
We are currently seeking an Associate Director to elevate our delivery services at our Ballarat site, taking on the role of Site Lead. As a seasoned professional, you will bring extensive experience in leading teams within a contact centre environment, with a focus on managing relationships and engagement across the site.
We are looking for a candidate who:
Brings a proven track record of successfully managing and leading teams through periods of growth and change.
Exhibits a forward-thinking approach, staying abreast of industry trends and implementing best practices to drive continuous improvement.
Demonstrates exceptional communication skills, both written and verbal, ensuring effective collaboration with cross-functional teams.
Has a strategic mindset, capable of aligning operational objectives with broader organisational goals.
Showcases a commitment to fostering a positive and inclusive work environment, valuing diversity, and promoting teamwork.
Possesses a proactive problem-solving attitude, addressing challenges with creativity and resourcefulness.
Key responsibilities include:
Overseeing contact centre services, leading large teams at our Ballarat location
Client relationship and account management, handling commercial negotiations, governance, and compliance in a regulated industry
Driving strategic projects amid a period of transition and growth
Leading the development of innovation and future state roadmaps
Financial accountability for the account and site
Developing a comprehensive understanding of client strategic requirements through interactions with executive management
Proactively identifying risks and developing mitigation strategies to ensure the smooth operation of the contact centre
Establishing and maintaining a culture of excellence, fostering a positive work environment that encourages employee growth and satisfaction.
Additionally, the ideal candidate will possess:
3–5 years of senior-level experience, preferably in the contact centre or outsourcing sector
Strong people leadership skills
Extensive operational expertise
The ability to adapt quickly to shifting priorities and manage rapid changes
Financial and commercial acumen, including contract management
A proven track record of championing significant projects and business initiatives with creativity and ingenuity
The ability to prepare and effectively present information to internal and external stakeholders
Excellent skills in building and maintaining internal stakeholder relationships
Your positive energy and attitude are crucial, making you a great cultural fit for our team. This role is based at our Ballarat office, offering a unique opportunity to lead and shape the future of our services.
We are committed to being an inclusive, diverse, and flexible workplace where differences are valued. We encourage applications from Aboriginal and Torres Strait Islander peoples and individuals from diverse backgrounds.
Applicants must have the right to work in Australia and complete thorough pre-employment background checks.
Location: AUS Ballarat Corner University Drive and Vincent Drive
Language Requirements:
Time Type: Full time
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