Contact Centre Manager
Are you a strategic leader ready to take on the accountability of a high-performing contact centre operation?
We are seeking a world-class Contact Centre Manager to lead a transformative team for a major Australian brand.
If you thrive on building culture, driving performance, and managing a business unit like your own small business, this is the role for you
The role in a nutshell:
Total staff management: approximately 44 (including direct reports and external staff)
Reports to: Director
Key Responsibilities
Maintain and drive a customer-centric viewpoint in all activities.
Coach and mentor the team to deliver success and drive maturity development and progression.
Improve overall quality, productivity, and efficiency of the community.
Lead and support a high-performing, engaged onshore team to meet objectives across key areas such as:
Strategic Initiatives
Digital Experience
Performance, People, and Culture
Alignment with Brand Principles
Commercials
Customer Experience
Accountable for the health, wellbeing, and overall performance of your team.
Plan, lead, and successfully deliver large-scale service projects, programs, and initiatives.
Contribute to building and maintaining a pipeline of initiatives, projects, and programs to deliver on the Customer Care strategy.
Successfully manage relationships with the company, vendors, and all key stakeholders.
Lead or work on initiatives that may involve a broad range of functional areas across the wider business.
Partner and influence key stakeholders at multiple levels to ensure alignment with the Customer strategy and that requirements are delivered.
End-to-end P&L management of all relevant costs and associated revenues/margin within agreed project budgets.
Define, review, and analyse organisational processes and suggest improvements working closely with the core project team.
Participate in talent acquisition and retention, including recruiting, attracting, and developing the right individuals, while defining training and quality standards.
Travel may be required (domestic/international).
What You'll Bring
Minimum of 5 years' experience leading teams.
Strong people leadership, experience in a digital service environment, and strong improvement and change-management experience.
Strong commercial acumen and analytical skills to derive actionable insights.
Ready to take the next step in your leadership career?
Apply today
At Randstad, we are passionate about providing equal employment opportunities and embracing diversity to the benefit of all.
We actively encourage applications from any background.
#J-*****-Ljbffr