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Call Centre Manager (3 Month Contract)

Kincare - Barangaroo, NSW

Customer Service & Call Centre
Source: uWorkin


About the role:

This 3 month contract role will suit an experienced call centre manager to lead a National Contact Centre (45 FTEs). You will need to have demonstrated experience in managing all the day to day facets of running a Contact Centre as well as the appropriate stakeholder management skills to work hand in hand with colleagues across the organisation. This is a fixed term role with a strong possibility for longer term opportunities. This is an excellent opportunity to gain experience in one of Australia’s fastest-growing industries with Australia’s leading provider in-home, health and wellbeing services.

We can offer the successful person 2 days a week, working from home.

Key responsibilities:

  • Oversee the day to day running of the Contact Centre to deliver excellent service to our customers.
  • Deliver on key business outcomes including managing KPI’s, optimising rostering/coverage and undertaking performance management.
  • Coordinate closely with leadership to implement quality and training initiatives.
  • Liaise with key business stakeholders to identify existing capabilities as well as gaps, risks and issues and take a collaborative solution-focused approach.
  • Be an escalation point for challenging customer requests, provide direction, and ensure customer complaints are resolved promptly and effectively.
  • Work closely with leadership to implement quality and training initiatives.

About you:

  • Experience working in call or contact centres with strong understanding of success drivers
  • Proven customer focus and empathetic nature
  • Demonstrated leadership skills and experience with reporting information to senior stakeholders
  • Demonstrated success in effectively leading a call / contact centre team according to KPI’s
  • Strong computing capabilities to develop and fine-tune in-house forecasting, rostering and reporting tools.
  • Strong IT related skills to manage the dedicated Comms (voice) systems
  • Experience in facilitating change to achieve team and organisational outcomes
  • Strong interpersonal, influencing and people coaching and development skills
  • Articulate verbal communicator with strong writing and computing skills
  • Excellent time management, multi-tasking skills and ability to prioritise work

Why KinCare?
For over 28 years we have been putting our customers at the heart of everything we do and empowering them to live the life they choose to live. It’s really the people at KinCare who make it a great place to work. When you come to work for KinCare, you can be sure that you will be inspired and challenged every day. Each day you will be surrounded by passionate, committed colleagues and get to build some meaningful connections.

As a family orientated company, we believe time at work and at home matters. We are all about work-life balance and flexibility. The successful candidate must undertake a mandatory Police check.

To learn more about KinCare and meet two of the Contact Centre CSR's click on the following link:

  • https://www.kincare.com.au/blog/the-caring-people-on-the-other-end-of-the-line/
  • For more information, visit www.kincare.com.au

Barangaroo, NSW

Customer Service & Call Centre


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