AddressToday they are seeking to appoint a passionate people leader into a Contact Centre Customer Service Manager role. Reporting directly to the GM Operations, you will play a business-critical lead role in the transformation of their omni channel Contact Centre. Leading a team of 130 FTE across Service Operations, Administration/Claims Processing and Client Payroll, you will have the unique opportunity to bring your best in-class contact centre leadership knowledge and skills into this dynamic and ever changing environment and embed your best in-class CX leadership expertise. Make no mistake - this business group is all about people – the teams you are leading and the customers you are serving, with the Customer Service Manager being the driver of that philosophy.
This is a dynamic, fast paced environment; one that will require you to leverage off your well-established omni-channel CC leadership expertise, your exceptional planning, customer relationship engagement and management skills, your project and change management expertise, your process orientation and your passion for service. If you are seeking a role that will give you responsibility for the CX, (internal 70% and external 30%), people engagement and development, operational performance and process efficiencies and effectiveness, then this role is for you!
So, what you will bring
- A min 8 years Contact Centre leadership exp in high volume transactional B2C environments (could be from a Telco, a Utility or financial services) with a heightened CX focus
- Ideally experience leading an omni channel contact centre (consultant chat, digital chat and in and outbound)
- Experience leveraging off data to retain close line of sight of the CX, ensuring effective stakeholder management, process efficiencies and effectiveness
- Proven success in scoping and successfully implementing cross-functional change initiatives
- A passion for your people with a preference to be operating both in the detail and strategically
- Authentic leadership qualities & outstanding interpersonal skills
- Confident communication skills – ensuring clarity of expectations
- Demonstrated sound analytical skills and commercial acumen - the proven ability to analyse complex situations involving diverse data to identify trends, risks and opportunity, and appropriate actions determined and implemented.
- Operations management – demonstrated management skills in a complex, high volume transactional environment.
- Strong systems experience.
- Demonstrated ability to manage to SLAs (client side and vendors)
- Demonstrated ability to work cross-functionally to address issues and implement improvements.
- Proven stakeholder and customer management (internally and third party service providers)
- Demonstrated success leading leaders – proven success managing through your leaders to drive individual and team performance.
- Managing salary packaging arrangements and ensuring compliance with relevant legislations
- Challenging the status quo - ensuring you first establish a deep understanding of the interdependent relationships regarding systems, processes and functions and then apply a continuous improvement lens to maximise on your teams productivity and effectiveness, the CX and their engagement.
- Strategic and proactive leadership of the Customer Service teams, including but not limited to, Administration, Service Operations and Client Payroll across 2 sites (Syd & Adel)
- Drive effective team leadership through the mentoring and development of Team Leaders and lead other direct reports to create a high performing team
- Identifying innovation & change management opportunities and ownership to drive continuous improvement
- Supporting the implementation and embedding of business improvement, transformation and project activities
- Development of longer-term plans to ensure all activities are customer focused and enhance capability and service delivery
- Operational and performance management of day-to-day activities and reporting to meet agreed KPIs, such as SLA and efficiency targets
- Customer management to ensure customers’ accounts and issues are proactively managed and maximise FCR & NPS
- Operate as the escalation point for all Employer and Employee customers, as required
- Workforce management & staff engagement to ensure optimal staffing for demand and team performance
- Vendor management
- Take full accountability for the development of this 130 FTE, multi-site (2) high performing contact centre omni-channel operation, servicing B2C customers, playing a lead and transformational role
- Enjoy a highly competitive rem: Base between $160k - $180k + super (experience dependant) + 20% STI
- Operate with a level of autonomy whilst also enjoying the opportunity to peer collaborate nationally
- Work for an inspirational General Manager, who prefers to empower and collaborate, ensuring he is proactively supporting your success in this very fluid and dynamic business
Hinchen Recruitment Group is a team of experienced industry recruiters who offer a highly informative honest process, where our genuine goal is to provide a quality and valued service. One that is respectful to all and is as transparent as possible. Confidentiality is assured with all applications, with your privacy our utmost priority.
Acknowledgement of Country: Hinchen Recruitment Group pay our respects to the Traditional Owners of country throughout Australia. We pay our respects to Elders past and present and acknowledge the valuable contribution Aboriginal and Torres Strait Islander people make to Australian society.
