Our client, a leading Australian consumer law firm that specialises in providing legal and complementary services, is seeking an experienced and dynamic Contact Centre Manager to lead their Ringwood centre, As a firm that is dedicated to fighting for the best outcomes for clients while reducing their stress, this role is critical to achieving that mission.
**THE ROLE**:
Covering a maternity leave contract, you will be reporting to the Head of Client Intake and Care and will have two key purposes: delivering exceptional client care through inbound and outbound contact centres, and co-designing service improvements in response to clients' needs.
This hands-on position requires strategic planning, continuous improvement, and day-to-day leadership of a small call centre team that handles both inbound and outbound client calls. You will be expected to lead by example and jump on the queue alongside your team at times to ensure quality and performance targets are met.
**ABOUT YOU**:
To be considered for this role, you must have a minimum of 3 years of experience leading teams within a high-volume contact centre environment and be able to demonstrate the following:
- Expert understanding of the performance levers within a contact centre
- Strong coaching skills to raise the capability of the whole team, including team leaders
- Designing and conducting experiments, gathering feedback and insights to inform recommendations
- Delivered process improvements with tangible impacts on service performance