CONTACT CENTRE MANAGER - SERVICE
Perth based | $187,000 package ($130k base + $40k sti + super)
As the Contact Centre Manager – Operations Lead, (Channel Manager) you will be reporting directly to the Group Manager, Contact Centre Operations and have full accountability for the operational performance and delivery of the service focused activities of your dedicated channel, including your people and the customer experience. You will have small team of Operations Managers (Direct Reports) who will each lead a team of Team Leaders, who inturn each lead a front line service team of 15 fte equating to a operational team of circa 300 fte. You will enjoy key accountability for the service delivery of this Tier 1 long standing premium account.
Key responsibilities will include:
Managing your Key clients relationships and operate as the customer advocate/VOC back into the business
Direct operational ownership and responsibility across all assigned programs of work including operational excellence
Commercial Ownership – with full financial accountability your client focused regionally based P&L
Contract Management and customer Advocacy – operate as the lead point of contact for any escalation, develop customer advocacy and operational strategic initiatives
Operate as the Voice of the Customer (internal and external), championing/driving current and future change and improvements to continuously improve on the CX
Employee engagement and development, including building and managing attrition plans
Frequent coaching and mentoring
Development and execution of an effective operational plan, to deliver on organisational goals and channel related strategic outcomes
Managing the day-to-day performance of the teams, to deliver best in class services, including meeting or exceeding all KPIs and delivering within budget.
Execution of continuous improvement programs
Setting the strategy for the development of both your services and your people
Lead, inspire and co-ordinate your leadership team (Operational Managers and Team Leaders) in the best in class delivery of bespoke solutions/services for your clients.
Remaining close to the data to ensure you remain current with the end-to-end customer contact processes and CX, to better support cross company initiatives that drive improvements, improve efficiency and reduce complaints.
Applying best practice, develop continuous improvement plans and make recommendations based upon the employee and customer insight.
Actively participate in the establishment and maintenance of this organisations contracts with new and existing client
Deliver cost efficiencies and increased in Customer Satisfaction Scores.