Employee Contact Centre Manager – Australia recruitment
Lend Lease is one of the world’s leading fully integrated property solutions providers. We are committed to creating and building innovative and sustainable solutions, forging partnerships and delivering strong investment returns. For you, it’s a place full of purpose and possibilities.
Embarking on the creation a Global Shared services function, this newly created role reports to the Global Head of HR Shared Services. This role is responsible for the effective delivery of the enquiry management process across the HR Shared Services team. With reach over more than 8,000 employees, this role will lead and manage the day to day operation of the Employee Contact Centre (ECC), deliver the required level of service to Lend Lease Managers and employees, ensuring exceptional customer experience. In addition you will:
- Establish and manage stakeholder relationships, including managing expectations and seeking customer feedback
- Deliver services to meet SLAs.
- Develop a high performing team based culture.
- Establish appropriate staffing schedules to support service delivery.
- Define and implement new policies, processes and procedures, recommend process improvements.
- Coach, maintain awareness and knowledge of new theories and methods to Lend Lease Managers and employees.
To be successful in this role, you will have demonstrated management experience in service delivery within a contact centre or similar environment. In addition, you will have knowledge and experience in case management, scheduling or other enquiry management processes. Strong stakeholder engagement skills are required as you build and foster strong relationships within the Lend Lease community, as well as your availability to work as part of a global team working pattern.
This is an excellent opportunity to step up into a role where your experience will be utilised and your talent valued. For a confidential discussion, contact Rochelle de Villa on (02) 9236 6858 or apply online now.