AddressThe company
We are partnered with a leading global firm who partner with insurers to support impacted claimants in their time of need. Having developed advanced technology, they are able to deliver exceptional customer support and partner with leading hospitality providers, government organisations, and blue-chip insurance providers. An opportunity is available imminently for an experienced contact centre manager, who has led teams of 60+ staff, to join their Head office in Sydney for an initial period of 3-6 months, with the potential to become permanent.
About the role
To excel in this position, you will be expected to meet the following requirements:
- Oversee daily call center operations to meet service standards and company goals.
- Deliver high-quality service within predetermined SLAs and timeframes.
- Establish overarching operational objectives and goals, and make sure they are reached.
- Manage employee schedules and shift operations to ensuring resource planning meets service and budget needs- including outsourced support for peak and after-hours.
- Assume full accountability for the department's operations to guarantee that operating expenses stay within the allocated budget.
- Oversee, mentor, and cultivate team members to guarantee goals are accomplished and client expectations are surpassed.
- Show initiative in spotting and seizing chances to improve Customer Service and maximize operational efficacy and efficiencies.
- Create and gather frequent reports to track team performance, SLAs, and general customer satisfaction, to present to the Managing Director.
- Assist both new hires and current staff with appropriate on-the-job training and orientation.
- Establish metrics to track individuals' performances in the Customer Service team and use this data to determine where support is needed.
About You
Our client is looking for someone who has experience leading a team of 70-100 staff in a Customer Service Centre environment with multiple team leaders. You will be a leader who is motivated to drive change within the business through process improvement and innovation.
Strong communication skills, and a commitment to achieving excellent results are highly valued. Building strong relationships with internal and external stakeholders is key, as is thriving in a fast-paced environment. Good people management skills, self-confidence, persuasive skills, and a structured, goal-oriented working style are all important traits the business is looking for.
You may also have:
- Experience resource planning, preferably with a third party outsourced team as well.
- A high level of empathy and customer care
- A background in insurance or banking call centres
- Familiar with Genesys, Zammad or Power BI
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