Contact Centre Manager

📋 Description

• Lead, mentor, and motivate customer service representatives to achieve performance targets
• Provide coaching and feedback to enhance team skills and performance
• Foster a positive and inclusive work environment
• Act as escalation point for customer complaints
• Oversee all contact centre operations including inbound/outbound calls, email, and live chat
• Develop strategies for workforce management and staffing to meet SLAs

🎯 Requirements

• 3+ years proven experience in leading contact centre operations
• Effective leadership of Team Leaders and frontline teams
• Expertise in workforce management, IVR systems (e.g., Zoom, Aircall, Salesforce) and quality
• Experience implementing and maintaining contact centre technologies, including AI-driven solutions
• Strong customer service and process improvement background
• Excellent communication and interpersonal skills

🎁 Benefits

• 14 weeks paid primary carer leave, 6 weeks secondary
• Hybrid work flexibility
• One extra paid leave day per quarter (Flexi Leave)
• Floating public holiday
• Reward and recognition program