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Contact Centre Operations Manager

Job title: Contact Centre Operations Manager
Location: Sydney
Industry: Contact Centre
Reference: 194554SC
Contact name: Susan Chand
Contact email: susan@tenacitycx.com.au

Job description

Tenacity CX are Australia's leading supplier of recruitment solutions to the Customer Experience and Contact Centre Industry. As a partner with leading organisations across this sector we require a Contact Centre Operations Manager to assist this growing financial services organisation.

Your role will be critical to driving growth, team development and engagement, strategic stakeholder management, project and change.

To be successful in this role you will need to demonstrate the following skills and attributes:
  • Sound knowledge and experience in Contact Centre Management roles 
  • Experience managing multiple stakeholders at all levels in complex environments, across all customer channels 
  • Coaching, mentoring and developing Team Leaders and Front Line Sales and Service Agents 
  • Driving a best practice, high performing Contact Centre Operation 
  • Sound knowledge and experience with contact centre telephony, technology, systems and processes 
  • Experience driving a customer-centric culture
  • Strong leadership experience 
  • Ability to work tactically and strategically simultaneously 
Responsibilities Include:
  • Driving team engagement, through effective coaching and mentoring programs
  • Lifting Contact Centre performance through member retention and revenue growth 
  • Stakeholder Management across Member Growth, IT & Digital, Marketing and Customer Experience 
  • Business Process Improvements to drive efficiencies
  • Developing the Contact Centre to industry best practice and award winning status
What's in for you?
  • Work for an established. respected and successful organisation 
  • Own the end-to-end Contact Centre strategy 
  • Supportive and experienced management
  • Great salary and benefits
We look forward to hearing from you.
To apply online, please click on the link below and attach your resume as a word document.
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