Contact Centre Manager

Purpose:

We are seeking a dynamic and experienced Contact Centre Manager to lead our nationwide sales & service team. The primary focus will be the day-to-day performance of team leaders & Contact Centre operations, managing and driving operational metrics, and overseeing workforce planning & scheduling elements. This role will have overall Operational accountability and be responsible for the relevant operational KPIs for the Contact Centre along with sales, retention, and revenue strategy in order to achieve YOY growth.

Key Accountabilities:

• Accountable for the day-to-day performance of team leaders and their operational readiness including performance and development
• Provide hands-on support to Team Leaders and Consultants where required
• Communicate team expectations and ensure Team Leaders meet their agreed KPIs and growth targets
• Conduct regular operational meetings with direct reports
• Provide leadership, guidance, and coaching to Team Leaders and Consultants that drives effective sales & service practices and culture that is aligned to the WVA brand and supporter experience & expectations
• Work with training and operations team in managing and implementing business improvement processes and quality assurance framework and strategy
• Execute Channel Plan
• Budget, Income targets, and KPI management
• Stakeholder Management
• Channel Planning and Process Management Improvements
• Communications and Reporting
• Risk Management, Compliance

Who we’re looking for 

We are looking for someone with strong interpersonal skills who is engaging and can coach, motivate and lead their team to success.

Skills & Experience:

• Minimum 3 years B2B/B2C sales, fundraising, Contact Centre management, and operations is essential
• Consistent track record of achieving targets and managing remote, nationally and internationally based teams preferably
• Team management within a diverse organization where cross-departmental collaboration was required to achieve outcomes
• Sales leadership within a customer (supporter) centric environment
• Specialized Contact Centre knowledge and experience within the charity sector
• Previous experience in day-to-day operational management of a sales force through decision making in processes such as training and performance management
• Achievement of high performance through building a culture that focuses on behaviours to bring success
• High competency in computer and software use including Microsoft Office programs – Word, Excel, PowerPoint, Outlook, Workforce planning tools, IP Telephony, Timesheets, Rostering systems, Power BI and SharePoint, Internal WVA systems (preferred)
• Qualification in Sales, Marketing, Business, or related discipline. Coaching qualifications preferred

Working for World Vision means you are making the world better 

It’s not every day that a job comes along that lets you change the world. Working for World Vision means looking forward to turning up at work because you know you’re about to do something meaningful. It means working with 35,000 staff and 3.3 million supporters in 100 countries who will stop at nothing to help children live better lives. Join a team that is bold and courageous, and where job satisfaction goes beyond financial reward. 

The selection process 

For your information, the interviews will start immediately, and the role may be filled before the closing date.

We embrace diversity, employing people from a variety of cultural and religious backgrounds. We take our Safeguarding responsibilities seriously and we are committed to providing an environment that is safe for children. Our stringent recruitment procedures make sure the safest and most suitable people work with the children in our programs. All successful candidates will undergo all required pre-employment checks which is inclusive of a criminal record check. We provide our staff and volunteers with ongoing supervision, support, and training in their work with vulnerable children and their families. World Vision Australia participates in the Inter-Agency Scheme for the Disclosure of Safeguarding-related Misconduct in Recruitment Process within the Humanitarian and Development Sector. 

Who we are

World Vision is a Christian organisation that empowers everyday Australians to create meaningful change for children through relief, development and advocacy work.

We offer great benefits such as salary packaging, flexible working arrangements, free on-site parking and an onsite café for our employees.

For more information on World Vision and the work we do, please visit our website: https://www.worldvision.com.au/about-us