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Contact Centre Manager - Financial Services - 200 seat Centre

Job Title: Contact Centre Manager - Financial Services - 200 seat Centre
Contract Type: Permanent
Location: Auckland
Industry:
Salary: Excellent
Start Date: ASAP
Reference: 2568421A
Contact Name: Paul Murphy
Contact Email: p.murphy@ensurerecruitment.com.au
Job Published: August 15, 2017 11:02

Job Description

My client is a leader within their industry, committed to long standing relationships with their customers and at the forefront of continuously driving innovation, change and exceed customer expectations. Their call centre which is based in Melbourne is seen as a critical link to their customers and as such is given high priority from the CEO.
 
Your role as Contact Centre Manager will see you responsible for:
  • Leading a team of managers who lead a 200 seat call centre 
  • Managing the strategic direction of the call centre function as well as the day to day operational performance 
  • Ensuring traditional service levels are met and exceeded
  • Enhancing the end customer experience by creating a world class customer experience 
  • Measuring and enhancing customer satisfaction (NPI Scores)
  • Driving efficiencies across the centre through effective planning
  • Employee engagement and retention at all levels 
You will be able to demonstrate:
  • Significant contact centre leadership of a 150-200 seat call centre or above 
  • Strong operational management ability within the contact centre environment 
  • Excellent leadership ability to drive a high performing culture
  • Success in improving the customer experience within a call centre environment 
  • Exceptional understanding of the metrics that make a call centre successful 
  • A significant background in improving efficiencies within a call centre environment 
  • An understanding of how data can be successfully used to identify improvements 
  • A history of above average industry rates for employee retention 
  • Experience within Banking, Insurance, Superannuation or Financial Services (ideal but not essential)
  • A passion and drive within call centre management 
You will be rewarded with:
  • Above average remuneration package (comprising of base, super and bonus)
  • A senior leadership role within the organisation with high visibility to the CEO and General Management team
  • High autonomy to implement new ideas, process and procedures 
  • Working for a market leader
  • Fantastic offices in central Melbourne 
If you meet the above criteria and are looking to join a market leader in the financial services industry then apply now or call Paul for more information on 03 8637 7319.

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