National Contact Centre Manager Job in Granville 2142, New South Wales Australia

Inspire productivity and performance

Highly operational and 'hands on'
Take on projects and drive long term change
Be rewarded by $120k per annum + $10K bonus + Super

Managing the National Call Centre, at a leading Australian technical services organisation, you will be responsible for a large contact centre of 90 staff, reporting directly to the GM, you will have 5 direct reports, and overall will be responsible for customer service on a National scale.

The key initial focus will be around KPIs, performance, looking at strategies, and challenging productivity. This will suit someone who is eager to take on projects and run with them.

They are looking for someone who likes to get involved operationally, and support escalated issues if required, as well as someone who will build relationships with clients on a corporate level, and are able to deliver on set KPI targets.

Split between inbound and outbound customer service, this call centre deal with a range of business streams, predominantly they will liaise with customers when re-scheduling services, provide ETAs, or to field complaints. They will also take calls from technicians, as well as to update jobs and to report any issues.

Being a 7 day a week business, strong rostering skills are essential, as well as analytical and reporting skills as they will be an integral part of this job. You will be comfortable using Excel and reporting tools to satisfy SLA's, and will be able to employ your own systems to deliver fantastic results.

They are looking for someone who will develop procedures and processes to improve standards in the running of the business, as well as be involved in the recruitment of staff, and for staff development.

In return for your hard work, they are offering a salary of up to $120k, plus a $10k annual bonus, as well as an annual tenure bonus, plus superannuation. All in all this is an above market salary. Your resume will need to demonstrate you have very similar exposure, with solid tenure as a Call Centre Manager in the recent past. The hours will require you to work one Saturday a month, and your core hours will be between the hours of 8am and 6pm.

Apply online, or call David on 02 8226 9757.