Contact Centre Manager

Team Leadership & Performance

• Lead, mentor and motivate a team of customer service representatives to achieve performance targets and deliver exceptional customer experiences.
• Provide ongoing coaching and feedback to enhance team members' skills and performance.
• Foster a positive and inclusive work environment that encourages collaboration, innovation, and continuous learning.
• Act as the point of escalation for Team Leaders in resolving customer complaints in a timely, professional manner.

Operations Management

• Oversee all aspects of contact centre operations, including inbound and outbound calls, email correspondence, and live chat support.
• Develop and implement strategies to optimise workforce management, ensuring adequate staffing levels to meet service level agreements (SLAs) and customer demand.
• Monitor key performance indicators (KPIs) and metrics to track performance, identify trends, and implement corrective actions as needed.
• Streamline processes and procedures to enhance efficiency and productivity within the contact centre.
• Contribute to cross-functional processes and procedures to support the contact centre in providing first contact resolution for customer enquiries.

Quality Assurance

Establish the quality assurance scorecard and monitor service quality through call monitoring, customer feedback analysis, and performance evaluations.
Conduct regular audits and assessments to ensure compliance with organisational policies, procedures, and regulatory requirements.
Implement quality improvement initiatives to enhance service delivery and customer satisfaction.

Technology and Systems

Oversee the implementation and maintenance of contact centre technologies and systems whilst leveraging advancements in technology such as AI integration.
Collaborate with IT and other departments to troubleshoot technical issues and optimise system functionality to support business objectives.

Reporting and Analysis

Generate and analyse reports on contact centre performance, including call volume, response times, customer satisfaction scores, and agent productivity.
Utilise data-driven insights to identify opportunities for process improvements, resource allocation, and service enhancements.
Present findings and recommendations to the Head of Customer Operations to inform strategic decision-making.

Skills, Knowledge and Experience

3+ years of proven experience in leading contact centre operations, including direct leadership of Team Leaders and frontline teams.
Track record of driving team leaders and team performance through coaching, feedback, and clear goal-setting to achieve operational and customer outcomes.
Strong expertise in optimising contact centre systems, technologies, and software applications, including workforce management, IVR systems such as Zoom, Aircall, Salesforce or other quality assurance processes.
Experienced in implementing and maintaining contact centre technologies, leveraging AI-driven solutions and automation to enhance efficiency, customer experience, and scalability.
Experienced in managing escalations, applying sound judgement to balance customer needs and organisational priorities.
Strong understanding of operational process improvement and customer service best practices.
Exceptional communication skills, both verbal and written, with the ability to interact effectively with internal and external stakeholders.
Analytical mindset with proficiency in data analysis and reporting tools.
Demonstrated ability to drive process improvements and implement change initiatives.
Familiarity with aged care funding models, compliance obligations, and the Aged Care Quality Standards (highly regarded).
Proven ability to balance strategic priorities with hands-on operational support.