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Contact Centre Manager

Job title: Contact Centre Manager
Location: Melbourne
Industry: Contact Centre
Reference: 802831
Contact name: Alicia Mar

Job description

Tenacity CX are leaders in Contact Centre and Customer Experience Recruitment and Consulting. As such, we are partnering with a leading National company, who require an experienced Contact Centre Manager, highly experienced in Transformation and Change.

As the Victorian Contact Centre Manager you will be responsible for the day-to-day running of the VIC Contact Centre. You will significantly contribute to best practice initiatives including Customer Experience, Workforce Optimisation & Quality Assurance, Frontline & Leader Coaching, as well as Recruitment & Onboarding, Reporting and Budgets.

Key Responsibilities:
  • Engage coach, mentor and develop team leaders and support functions to deliver customer and people experience 
  • Lead and Execute the National Contact Centre Strategy to deliver high standards of performance, compliance, customer and staff engagement
  • Headcount responsibility and cost management
  • Fully utilise their premium telephony system and operationalise digital channels
  • Stakeholder engagement and management across all areas of the business
  • Contribute to a best practice culture, creating excellent people and customer experiences
  • Lead Digital innovation and implementation
  • Manage change in a complex environment
  • Build team capability, identify and develop talent, provide opportunities for training and development – recruit new staff as required

Ideal candidate background:
  • Experienced contact centre leadership and management skills
  • Managing large teams, including support functions, team leaders and frontline agents
  • Experience managing fast-changing and complex industries
  • Ability to lead, engage, motivate and develop frontline, leaders and support contact centre talent
  • Proven experience implementing and evolving customer digital offerings
  • Superior stakeholder engagement and management skills across multiple functions in a complex environment
  • Proven experience improving contact centre performance
This is a great opportunity for someone who is looking to further their career with a growing national organisation, with lots of career opportunity.  
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