About Our Client
Our client is a Melbourne-based ASX-listed business with a strong track record of growth and a clear customer first approach. The business combines property development, sales and ongoing community management, with a strong emphasis on customer experience across every touchpoint. Their contact centre plays a key role in shaping first impressions, supporting enquiries and guiding prospective customers through the early stages of their journey.
About the Position
The Contact Centre Manager will lead and develop a high performing team of "Creators of First Impressions", ensuring a seamless and engaging customer experience from initial enquiry through to appointment booking. Acting as a key link between marketing and sales, this role will drive both inbound and outbound activity while fostering a strong customer first culture.
* Lead and develop the team: Coach, mentor and manage a team responsible for handling phone, email and webchat enquiries, ensuring consistent performance and a high standard of engagement.
* Drive customer experience: Oversee all initial customer interactions, providing clear information on products, financial models and offerings, while ensuring every touchpoint reflects the brand.
* Lead qualification and conversion: Ensure enquiries are effectively qualified and converted into booked appointments for the sales team.
* Outbound activity: Support marketing and sales initiatives through proactive outbound campaigns, following up leads and driving engagement.
* Performance management: Monitor KPIs including call quality, response times, lead conversion and customer satisfaction, taking action to improve outcomes.
* Process improvement: Identify opportunities to streamline workflows, optimise systems and enhance the overall customer journey.
* Stakeholder collaboration: Work closely with Marketing, Sales and Digital teams to align campaigns, messaging and lead management processes.
* Reporting and insights: Analyse data to identify trends, provide insights and support continuous improvement across the function.
* Culture and leadership: Foster a culture of coaching, accountability and continuous improvement, with a strong focus on customer centricity.
About You
You are a people focused leader who enjoys building engaged teams and delivering strong customer outcomes. You bring structure, energy and a continuous improvement mindset, with the ability to connect marketing activity to sales outcomes.
* Proven experience managing a contact centre or customer service team, ideally within property, real estate, or a high volume customer environment.
* Strong leadership capability with the ability to coach, develop and inspire teams.
* Experience across both inbound and outbound environments, with a focus on lead qualification and conversion.
* Data driven, comfortable using metrics to guide performance and decision making.
* Excellent communication skills, with the ability to engage stakeholders across multiple functions.
* Well organised, able to manage competing priorities in a fast paced environment.
* Must have full Australian working rights.
* Experience with CRM and contact centre systems is advantageous.
Click on the APPLY button or contact Mark Yeoman at Six Degrees Executive on 0483 927 123 for a confidential discussion.
Six Degrees Executive acknowledges the Traditional Custodians of the lands on which we work and live. We are also committed to equal opportunity and strive to promote diversity, inclusion, belonging, flexibility, and accessibility in all that we do.
Should you require assistance in your interactions with us or through a recruitment process, please let us know so we can provide adjustments for you.
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