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:
Ideal candidate background:
This is a great opportunity for someone who is looking to further their career with a growing national organisation, with lots of career opportunity.
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.
Expired job