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April

Contact Center Manager

Startek Australia - Melbourne, VIC

Customer Service & Call Centre
Source: uWorkin

JOB DESCRIPTION

• Partner with one of Australia's Leading Energy Distributors

• Exciting opportunity to make your mark in a global business process outsourcing company

• Melbourne CBD Location, close to public transport


About Startek

Startek is a leading global provider of customer experience management solutions. The company provides business process outsourcing and technology services to corporations around the world across a range of industries. Operating under the Startek and Aegis brands, the company has approximately 47,500 outsourcing experts across 58 delivery campuses in 13 countries that are committed to enhancing the customer experience for clients.


About the role and responsibilities

Reporting to our Associate Vice President of Operations, you will be responsible for guiding the contact centre management of one of Australia's leading energy distributors to meet contractual and company objectives. You will coach and lead our Team Leaders to ensure business objectives are met, and the highest level of customer service is achieved and maintained within the call centre.


You will work very closely with our client Managers based on-site and off-site and partner with one of major clients to provide outstanding customer service.


Our centre is based in Melbourne CBD.


In this role you will be required to, but not limited to:

• Manage the daily operation of the call centre to ensure service delivery standards are met and maintained in line with company defined and contractual objectives.

• Provide cost effective, high quality service within agreed SLAs & timelines.

• Financial management of the campaign, including revenue, profitability, budgeting and forecasting.

• Coaching and mentoring a team of Team Leaders and centre support specialists, both individually and as a group to facilitate personal development and team synergy.

• Group (direct and indirect) management, including recruitment, training, development, engagement, retention and performance of the team.

• Finalise work / manpower schedules and effectively manage shift operations in consultation with the support team.

• Effectively drive change management and process improvement in the campaign.

• Ensure optimum Client satisfaction is obtained through working with the Client, direct reports, other and internal stakeholders to implement initiatives and meet operational / contractual objectives.

• Participate in key meetings with client including monthly / quarterly business reviews.

• Other key management attributes & Key Performance Indicators (KPIs) as agreed.


To be considered for this opportunity, you will ideally possess:

• Management experience leading a contact centre service operation of 50+ seats, preferably from within the Utilities sector (Electricity, Gas or Water)

• Highly regarded client relationship management experience.

• Demonstrated leadership abilities, self-motivation and resilience.

• A strong coaching philosophy with a proven track record in delivering improved performance through coaching and optimization.

• Excellent communication skills, both written and verbal.

• Exceptional ability to drive a high performing culture, including change management process.

• Focus and skills in optimisation and innovation within the contact centre environment.

• High level organizational skills with demonstrated ability in improving processes and functionality.

• An ability to engage and maintain relationships with internal and external key stakeholders to influence positive business outcomes.

• Strong commercial acumen and financial understanding to create budgets and deliver to contractual targets.

• A solid understanding of voice technology including implementation, maintenance and development of queue structures.

• A clear understanding of call center metrics and technology solutions involving CRMs

• A relevant Business Degree will be desirable


In return, we will offer the successful candidate

You will work with other like-minded, motivated and skilled experts. We will provide you with the tools and support to be successful. Your work environment will deliver all the freedom you require to think, try new things and to have a go.


This is an amazing opportunity for you to really make your mark with a global organization. On offer to the successful candidate is a highly attractive salary package and the opportunity to be professionally developed by Leaders who are renowned as the best in the industry.


The successful applicant will be required to complete a criminal check and all offers of employment will be made pending the successful outcome of this check.


How do you join our team?

It’s easy, apply today!!


Startek values your privacy. Please refer to www.aegiscareers.com.au to view our privacy statement. © 2020, Startek Services Australia

Melbourne, VIC

Customer Service & Call Centre




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