Customer Experience Center Lead

Aramex

Melbourne

On-site

AUD 120,000 - 150,000

Full time

3 days ago

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Job summary

Aramex Melbourne is seeking a results-driven Contact Center Manager to lead the team delivering exceptional customer service and ensuring smooth shipment processes. You will oversee performance, coach executives, monitor KPIs, and drive improvements to exceed service targets.

The role requires a Bachelor’s degree and 3+ years in leading contact center teams, with fluent English and strong decision-making skills.

Qualifications

Bachelor's degree in business or related studies.
3+ years experience in leading teams in a contact center environment.
Fluent English (Conversation and Writing).
Understanding of contact center KPIs and reporting updates and figures to upper management.
Passionate about customer centricity.
Ability to work in a fast-paced environment.
Strong communication and decision-making skills.

Responsibilities

Act as a first line of contact for Executives issues related to customers processes and escalations.
Handle high level complaints and VIP requests with personalized service.
Conduct regular performance reviews and organize training to close gaps.
Monitor performance and tardiness and report to the manager as required.
Coach and develop executives to maintain product knowledge and soft skills.
Lead monthly coaching sessions based on QA audits and evaluations.
Set targets for call center executives and ensure attainment of KPIs, including 80% calls answered within 50 seconds.
Plan shift and break schedules to ensure coverage and adherence.
Identify training needs and propose sessions for direct reports.
Communicate with all station entities to close cases smoothly.
Monitor calls for compliance with procedures and quality standards.
Maintain real-time service levels and quick responses to service failures.