Senior Call Centre Manager

PageGroup changes lives for people through creating opportunity to reach potential.Our SuccessOur BrandsJoin PageGroupContactContact us todayIf you have any questions, we're here to help.Get in TouchFind Our OfficesSearchJob titleLocationSort bySalary MinSalary MaxSenior Call Centre ManagerMulgrave Permanent AU$139,000 - AU$139,000 per year

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• Full time Permanent Role
• $139,000 + super salary with benefit of new car and petrol every 6 months

About Our ClientOur client is a highly regarded international company in the automotive sector, renowned for its commitment to innovation and excellence. They pride themselves on delivering superior customer experience through a dedicated and professional team.Job DescriptionAs the National Call Centre Senior Manager, key responsibilities include (but are not limited to):

• Strategic Planning: Develop and implement best practice processes for enquiry management, ensuring the prioritisation and implementation of strategic plan tasks to achieve departmental KPIs.
• Performance Management: Maintain up-to-date knowledge of legal and industry trends, monitor and manage escalated customer enquiries and technical cases proactively, and reduce the number of escalated issues.
• Staff Management: Maintain staff satisfaction, manage performance, provide regular training, and ensure regulatory compliance.
• Customer Experience: Develop initiatives to deliver the ultimate customer experience in consultation with stakeholders and review and manage the Call Centre strategy periodically.
• Budget and Third-Party Management: Develop and manage the annual budget, focusing on cost containment without compromising service quality, and oversee third-party provider performance.
• Reporting: Provide timely performance reports to stakeholders, reconcile performance with budget forecasts, and ensure performance against budgets and objectives is tracked and communicated.
• Stakeholder Engagement: Frequently interact with the Director of Customer Support, State Managers, Dealer Staff, Senior Managers, and Corporate Counsel to report concerns, develop training content, resolve technical issues, and ensure compliance with legal standards.

The Successful ApplicantThe ideal candidate will possess at least 5 years of experience managing a Call Centre, a strong understanding of Australian Consumer Laws (ACL), excellent written and verbal communication skills, and proficiency in Microsoft Office Suite (Word, Excel, Outlook). They will have proven staff management skills, including developing and guiding teams, maintaining staff satisfaction, and ensuring regulatory compliance. A methodical approach to data analysis and KPI reports, combined with strong negotiation abilities to communicate effectively with various stakeholders, is essential. The candidate should be capable of developing innovative strategies for enquiry management and proactive problem-solving. They will demonstrate competencies such as a drive for results, relationship building, as well as leadership skills in developing others, planning and managing change, and thinking and acting strategically. Maintaining and enhancing high business ethics, product quality, and professional image, along with compliance with company procedures and policies, is crucial.If you are ready to take on this challenging and rewarding role, we invite you to apply and join a team dedicated to achieving excellence in customer service.What's on Offer

• Internationally renowned automotive company
• $139,000 + super
• New car every 6 months with free petrol
• 5 days on site in office
• Mulgrave Location
• Full time permanent role

ContactMonique WallQuote job refJN-062024-6452425Phone numberJob summary Function Specialisation What is your area of specialisation? Location Job Type: Consultant name Monique Wall Consultant phone Job Reference JN-062024-6452425

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Diversity & Inclusion at Page PersonnelWe don't just accept difference - we celebrate it. We encourage applicants from all backgrounds to apply for this role and are committed to building inclusive, diverse workplaces where everyone can thrive. If you require any support or reasonable adjustments during the recruitment process, please let us know. PageGroup acknowledge and pay our respects to the Traditional Custodians of the land we operate on.Similar JobsSave JobScoresbyPermanentAU$65,000 - AU$70,000 per yearWork from Home or HybridSave JobDandenong SouthPermanentAU$60,000 - AU$70,000 per yearSave JobAlexandriaPermanentAU$73,000 - AU$75,000 per yearAdd to home screenThis website has app functionality. Add it to your home screen for fast access and offline features.1) Press the share button2) Press 'Add to Home Screen'GeneralAccreditationsJobs by functionBrowse Jobs

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FunctionContactOur OfficesPage Personnel is a business name of Michael Page International (Australia) Pty Limited (ABN 58 002 872 264) and is part of the PageGroup.Registered office: Level 21, 9 Castlereagh Street, Sydney NSW 2000