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Contact Centre Manager

Mid levelFull-timeHybridMelbourne VIC, AustraliaCustomer service and supportOperations consultingPeople operationsPosted 3 months ago
View your fit0 of 9 criteria met

About the job

The Contact Centre Manager position at HomeMade is all about leading a passionate team dedicated to enhancing customer experiences. This job plays a crucial role in ensuring that older people maintain their independence and receive the support they need. The team thrives on collaboration, innovation, and a commitment to continuous improvement, making a meaningful difference in the lives of others.

You'll be responsible for

🌟

Leading the contact centre team

Inspiring and empowering the contact centre team to deliver exceptional service and create meaningful connections with customers.
📈

Monitoring performance metrics

Tracking key performance indicators (KPIs) and metrics to identify trends and implement corrective actions as needed.
🔧

Implementing quality improvement initiatives

Enhancing service delivery and customer satisfaction through quality assurance processes and initiatives.

Skills you'll need

👥

Team leadership

Leading, mentoring, and motivating a team of customer service representatives to achieve performance targets and deliver exceptional customer experiences.
📞

Operations management

Overseeing all aspects of contact centre operations, including inbound and outbound calls, email correspondence, and live chat support.
✅

Quality assurance

Establishing the quality assurance scorecard and monitoring service quality through call monitoring, customer feedback analysis, and performance evaluations.
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Meet the team

About the company

View your fit

0 of 5 criteria met
3+ years contact centre leadership experience
Proven experience leading contact centre operations and teams.

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Strong analytical skills
Proficiency in data analysis and performance reporting.

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Exceptional communication skills
Ability to interact effectively with diverse stakeholders.

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Expertise in contact centre technologies
Experience with systems like Salesforce, Zoom, and AI solutions.

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Proven track record in performance improvement
Demonstrated ability to drive process enhancements and outcomes.

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A meaningful career starts with a match

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