Scheduled Shift Team Manager (Contact Centre)

With over 1.3 million members RAC is one of WA's most iconic and trusted brands. We are a purpose-led member organisation striving to create greater value for our members and deliver on our purpose to be "The driving force for a better WA."Your OpportunityAs a Shift Team Manager in our Contact Center, you will lead our dynamic and specialist 'out of hours' Contact Centre team to showcase the value and benefits of RAC products and services to our members to support them with their enquiries via phone.What you need to knowLocation: Experience the best of both worlds with a hybrid setup between Joondalup, West Perth, and the comfort of your home.Working hours: Enjoy the variety with rotational shifts from 6am - 2pm & 3pm - 11 pm, and alternating weekends for that perfect work-life balance.What will you be doing:Address escalated member concerns promptly and effectively to ensure a positive resolutionWorking alongside a small team of Shift Team Leaders to make commercial decisions on behalf of business and acting as the point of contact on weekendsLead and inspire a team of customer service and sales professionals to move beyond targets and create memorable experiences for every memberKeep a vigilant eye on day-to-day operations, ensuring service levels are met and exceeded for seamless execution of strategies and initiatives.What we are looking for:
As a member-based organisation, alignment to our values is essential, in addition to:

• A seasoned leader in the dynamic realm of a fast-paced contact center.

• Possessing the magic touch of leadership, igniting motivation, and fostering growth among team members

• Experience in working to & achieving KPI’s / targets

• Creating a cohesive and collaborative work environment

• Excellent communication skills with the ability to show empathy and resilience, turning challenges into triumphs

• Ability to demonstrate empathy and resilience in difficult situations

• Comfortable juggling multiple software applications while engaging in meaningful conversations, showcasing your prowess in computer literacy.

What can we offer you?Secure a full-time, permanent position within your local community, where every day brings new opportunities for growth and connectionGenuine career development pathways, supported by ongoing training and mentorship, offering tangible advancement opportunities.Enjoy the endless perks such as free Roadside Assistance, discounts on RAC products and services, and a host of other benefits, including insurance, holiday getaways, and moreAn inclusive & supportive environment, enabling all abilities to strive for success.Professional career development & ongoing training.Generous discounts on home, contents & car insurance, plus free roadside assistance.Member benefits & opportunity to join a very active Social Club.Are you ready to make a difference and thrive in a culture of continuous improvement? Take the plunge and apply online today, showcasing your unique talents and what you can bring to our dynamic team. Your journey begins here!Applications Close COB Friday 17th May 2024We encourage you to apply as soon as possible, as RAC reserves the right to close this vacancy without notice.#BetterJourneysRAC