Contact Centre Manager

Probe CX; Logan City; On-site; AUD 80,000 - 100,000; Full time

Job summary

A leading company in customer experience seeks a Contact Centre Manager to oversee performance and operational effectiveness. The role involves managing client relationships, ensuring performance standards, and leading a team to achieve financial targets. Ideal candidates will have substantial experience in similar roles and a proven track record in employee retention and client performance.

Qualifications

• Substantial experience within a similar role.
• Experience working directly with clients and senior stakeholders.

Responsibilities

• Drive operational effectiveness across the Contact Centre.
• Develop and maintain strong relationships with clients.
• Ensure budgetary targets and key performance indicators are met.

Skills

Relationship Management

Leadership

Data Analysis

Job description

At Probe CX, we're powered by passion, driven by curiosity, enriched by a purpose to do it better. We work hard and love a good challenge (or multiple). With clients spanning across the Pacific, Asia and North America, we're no stranger to thinking big and working with innovative minds to achieve great success. We are dedicated to doing things better than the day before, and our exponential growth is living proof that we have stayed true to this ethos.

Why Probe?

Probe amplifies human capabilities with technological excellence. In a world that has never been more competitive, we create blueprints for delivering exceptional CX, combine the latest technology with people, process and data, and provide organisations with complete end-to-end service for customer operations.


About the Role

The Contact Centre Manager is responsible for all aspects of the Contact Centre's performance. The Contact Centre Manager will bind all specialist Probe resources contributing to the success of the Contact Centre, to ensure all objectives / Contact Centre metrics are met within contractual agreed timeframes. The Contact Centre Manager will work closely with Client stakeholders on all operational and day to day activities and has overall accountability for performance and delivery standards.


Key Responsibilities:

• Drive operational effectiveness across the Contact Centre by implementing best practice initiatives, managing resource priorities and risks, and developing proactive solutions to exceed performance standards.
  
• Develop and maintain strong relationships with the client by giving valuable feedback including identifying new business opportunities and suggesting ways to achieve efficiency savings.
  
• Consistently deliver on financial accountability, ensuring budgetary targets and key performance indicators are met.
  
• Regularly review and assess performance and delivery standards
  
• Evolve solutions with input from relevant stakeholders to ensure challenges are addressed
  
• Ensure the output of the Contact Centre meets contractual performance expectations
  
• Take the necessary steps to maintain operational effectiveness through organisational change and adjust your own work practices to support change.
  
• Provide leadership and support for direct reports, appraise their performance, ensure employees complete all required training and are provided with development opportunities.
  
• Establish internal and external collaborative relationships to ensure organisational goals are achieved and exceeded.

About You

You're an experienced Contact Centre Manager with exceptional relationship skills and a strong track record in employee retention, client performance, and financial targets. You build strong connections internally and externally. You can create and interpret reports to drive data-informed decisions and identify opportunities for optimisation and continuous improvement.


Key Skills and Attributes Required:

• Substantial experience within a similar role
  
• Experience working directly with clients and senior stakeholders
  
• Well versed in contact centre operating metrics
  
• Proven ability to lead and motivate teams
  

Probe CX firmly believes that the strength of our company lies with the diversity and talent of our people. We are proud to foster an inclusive culture that embraces individuals of all races, genders, ethnicities, abilities, and backgrounds. We provide space for everyone, embracing different perspectives, making room for opportunities for each individual to thrive.


At Probe CX equality is not merely a slogan - it's our commitment. Our way of life. Here, we don't just accept your unique authentic self - we celebrate it, valuing every individual's contribution to our collective success and growth. Join us in celebrating you and your 100%!


If this sounds like the role for you, apply now!