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Call Centre Manager Job in Australia Recruiting by Citrus Group

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Call Centre Manager

🔖 Full Time

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Position Summary:
We are seeking a dynamic and experienced Call Centre Manager for a 6-month contract for our client based at NorthRyde. The successful candidate will play a crucial role in elevating customer satisfaction and loyalty by managing and guiding their team of Customer Service Supervisors and Officers. This position involves overseeing all customer service operations, including performance metrics and reporting, handling escalations, and driving continuous improvement in customer experience, team engagement, and productivity.

Key Accountabilities/Responsibilities:

Planning: Lead strategic planning for the Customer Service department, manage call centre operations, develop staffing and training plans, and oversee reward and recognition programs.
Ensure customer service levels meet set targets within budget constraints.
External Customer Interaction: Ensure the team addresses customer inquiries promptly across various channels (email, phone, live chat, social media). Handle objections and feedback effectively and contribute insights into customer needs and expectations.
Internal Collaboration: Respond swiftly to escalations from internal stakeholders, including support office, store teams, and Area Managers.
Build and maintain strong relationships with key internal stakeholders to support the objectives of the company.
Business Process Management: Continuously review and enhance business processes, ensure compliance with company standards, and lead initiatives to improve customer satisfaction and operational efficiency.
Team Management: Oversee the achievement of team SLAs and metrics, develop a high-performing team, manage supplier relationships, and drive initiatives that enhance employee engagement and performance.
Training and Development: Develop and implement comprehensive training and succession planning. Ensure team members have the necessary resources and skills, provide regular feedback, and conduct performance reviews.
Reporting: Regularly update senior management on performance metrics, analyse data to identify trends, and generate reports on business issues and opportunities for improvement.
Additional Responsibilities: Manage critical customer escalations, ensure a safe and compliant work environment, and perform other duties as directed by the Line Manager.

Qualifications and Experience Required:

Proven experience as a customer service manager, preferably in an internal inbound call centre environment; experience with outsourced providers is a plus.
Demonstrated ability to provide exceptional customer service in a retail and professional setting.
Experience leading and developing teams of 20+ members.
Familiarity with 24x7 customer service operations.

Our client is committed to providing a supportive and engaging workplace that fosters the development of their team members and delivers outstanding service to their customers. This is an opportunity to join a reputable company where your contributions will significantly impact their continued success and customer satisfaction.

If you are interested in hearing more about this exciting opportunity, APPLY NOW!

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Are You Looking for a Call Centre Manager job in Australia?

Great News! We've discovered an exciting live job opportunity for a Call Centre Manager position in Australia. This job is currently open for hiring/recruiting by Citrus Group, exclusively for you at Australia Jobs Expertini. Feel free to download the job details here.
What is the Call Centre Manager Jobs Trends in Australia and Australia?

Explore the current trends for Call Centre Manager jobs in Australia and Australia at Expertini. The following graph provides insights into the job market dynamics.
What is the work culture like at Citrus Group?

The work culture at Citrus Group must adhere to the Ethics of Work Culture as described in the Ethical framework of the UN Charter. You can gain more insights into their local workplace environment by exploring their jobs Citrus Group and also by visiting their official website through Google.
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Is Citrus Group hiring in Australia?

Yes, we found live job(s) for Citrus Group in Australia.
Are there any jobs for Call Centre Manager in Australia?

Call Centre Manager jobs are available in Australia.
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What is the average salary range for Call Centre Manager in Australia?

The average salary range for Call Centre Manager in Australia varies, but the standard pay scale is rated "Standard" in Australia. Salary levels may vary depending on your industry, experience, and skills. It's essential to research and negotiate effectively.
How can I apply for a job at Citrus Group?

To apply for a job at Citrus Group follow the application process following the "Apply Now" button at Australia Jobs Expertini and also you can visit Citrus Group official career page and follow their application process.
What are the key qualifications for Call Centre Manager?

Key qualifications for Call Centre Manager typically include a list of qualifications and expertise as outlined in Bureau of Labor. Be sure to check the specific job listing for detailed requirements and qualifications.
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What types of benefits are offered for Call Centre Manager positions?

Benefits for Call Centre Manager positions may include a list of benefits. These can vary from company to company, so it's important to review the specific job listing for details on benefits offered by the employer.
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