Contact Centre Manager

seek.com.au; Melbourne; In loco; AUD 120.000 - 160.000; Tempo pieno

Descrizione del lavoro

Modus is seeking a highly experienced Contact Centre Manager to lead the Helpdesk Team across voice, email, portals and after-hours channels in a fast-paced, 24/7 operation in Melbourne. You will own work orders, forecasting and rostering while maintaining high service standards and driving customer experience improvements.

The role requires 5+ years managing a complex customer contact centre, strong leadership, and the ability to mentor high-performing teams.

Competenze

• 5+ years' experience leading a complex Contact Centre or Operations Centre.
• Experience with multi-channel contact platforms and automation/robotics.
• Strong knowledge of QA, compliance and customer experience frameworks.
• Proven capability in workforce planning including forecasting and rostering.

Mansioni

• Lead day-to-day performance and culture of the Helpdesk Team across multiple channels.
• Manage work orders, forecasting, rostering and 24/7 coverage to meet KPIs.
• Own customer experience and ensure timely, first-contact resolution where possible.
• Oversee real-time queue management, scheduling adherence and resource reallocation.
• Lead quality assurance, coaching and development for the team.
• Drive operational efficiencies and continuous improvement in CX.

Conoscenze

Leadership

Stakeholder management

Customer experience

People management

Forecasting

Rostering

Data interpretation

Communication

Change management

Strumenti

Excel

Outlook

PowerPoint

Word

Descrizione del lavoro

The Contact Centre Manager leads the day-to-day performance, culture and capability of the Helpdesk Team — the initial point of contact for clients, trades and Service Delivery Partners across voice, email, client portals and after-hours channels. The role owns work order management, workforce planning and the customer experience that comes with it: work allocated and scheduled to the right trades, the team forecast and rostered to meet demand across a 24/7 operation, contractual and operational KPIs achieved, safety and escalation protocols followed, and the operation resourced and staffed.

The Contact Centre Manager is responsible for building a high-performing team, maintaining high standards of service delivery, and continuously looking for ways to deliver operational efficiencies and improve Customer Experience.

Key responsibilities

• Lead the Contact Centre to ensure all client jobs are logged, scheduled and completed on time and within budget
• Own the customer experience across every channel, ensuring contacts are answered promptly, resolved at first contact wherever possible, and handled consistently
• Own daily, weekly and monthly Contact Centre performance against service level, quality and productivity targets, intervening early when performance trends off track
• Own the forecasting and rostering cycle, translating contact and work order volumes into accurate resourcing requirements across a 24/7 roster
• Manage real-time queue management, schedule adherence, shrinkage, breaks and reallocation of resources as demand shifts
• Own the quality assurance framework including call and case monitoring, calibration with Team Managers, and closing the loop through continuous feedback and targeted coaching
• Lead by example, fostering a collaborative, high-performing and customer-focused culture that upholds Modus' service standards
• Provide leadership, coaching and mentoring, driving accountability and performance through regular feedback and development planning
• Own recruitment, induction and training for the Contact Centre, and actively manage attrition, engagement and retention
• Prepare and present monthly client and internal reporting exception and KPI reports, operational updates and strategic recommendations

About you

• 5+ years' experience managing a complex Customer Contact Centre or Operations Centre
• Experience with Contact Centre technology platforms including multiple channels, automation and robotics
• Strong understanding of Quality, Compliance and Customer Experience frameworks
• Strong understanding of Workforce Planning practices (forecasting, rostering, reporting, real time analysis)
• Strong people management skills from a fast paced, high performing culture
• Strong leadership, influencing and stakeholder management skills
• Demonstrated experience in driving change initiatives and deliver agreed outcomes
• Highly developed communication and influencing skills, with the ability to adapt communication style to different levels and audience
• Able to review data and drive improvements to operational and financial performance
• Advanced Excel, Outlook, PowerPoint, and Word skills
• If you're an experienced Contact Centre Manager ready to take ownership of a International operation, develop high-performing teams and make a genuine impact, we'd like to hear from you.

Be careful - Don’t provide your bank or credit card details when applying for jobs. Don't transfer any money or complete suspicious online surveys. If you see something suspicious, report this job ad .