Australia Call Centre Manager

We are looking for a skilledCall Centre Managerwho can lead Call Centre Operations to maximize performance and increase customers.

The Call Centre activities are outsourced; a person successful in this role must have a Call Centre management background while also being a strong business facilitator.

This role will drive executional and operational excellence across the management of multiple external call centres having an analytical mindset to monitor analyze and improve Call Centre KPIs in order to achieve monthly business targets.

This role will collaborate across the organization including Marketing IT and Sales having a clear big picture focusing on the analytics and driving the strategy through an excellent execution.

Main Responsibilities:

Operations

• Strong operations background including past experience in running multiple medium size call centres even internal or external;
• Strong analytical skills to read and interpret data and make decisions accordingly (i.e. proficiency in call centre metrics and reporting tools ability to quick reprioritize campaigns/programs in order to match business targets and unplanned activities being able in case to define and negotiate corrective actions);
• Deep knowledge of CTI settings in particular for Outbound campaigns (i.e. dialing rules setting contact strategy etc) and hands on experience to maximize efficiency and effectiveness in a multiskilled environment;
• Establish call monitoring systems and protocols to ensure high level quality of the interactions and customer service excellence;
• Anticipate manage and execute the organizational impacts of process improvements (i.e. identify issues and areas of opportunity develop training and communication plans);
• Being in charge of performance of outsourced contact centre programs through an efficient contract management challenging vendors in the continuous performance improvement giving fair and challenging targets to be achieved applying bonus/penalties accordingly and establishing a continuous monthly competition model;

Communication

• Responsible of the ongoing communications/training to outsourcers regarding products policies procedures service standards and call management techniques including Call Centre scripting and best objection handling;
• Regularly communicate with internal management updating on the status of the call centre operations highlighting challenges/issues/solutions that may be occur and progress on strategic initiatives;
• Proactively communicate with key internal/external stakeholders and partners to ensure cross collaboration and smooth change management implementation;

Customer Service

• Continuously assess quality of Support Services to ensure integrity of business goals and the customer experience strategies;
• Develop SLAs with internal partners service providers and customers;
• Exhibits strong sense of urgency and awareness to ensure customer satisfaction;

Education Experience and Qualifications:

• Associate or Bachelors degree strongly preferred;
• Contact Centre certification a plus;
• 7 years experience managing a midlarge scale call centre with both inbound and outbound experience;
• 5 years experience managing call centre representatives;
• 5 years experience in a consumer products industry;
• Strong understanding of call centre best practices operating systems and processes;
• Strong ability to understand and manage a budget forecasting staffing needs and performance assessment;
• Strong experience and skillset with Excel Power Point and Business Intelligence tools;
• Deep knowledge of Call Centre CTIs;
• What we offer in return
  
  Flexible work arrangements
• Yearly flu vaccinations
• Amplifon training career and learning development opportunities
• Employee Assistance Programme
• Opportunity to advance your career on a global scale

Putting People First

One of the ways we amplify careers is by helping our people achieve their full potential. We do so by providing constant constructive feedback and training opportunities that empower our people to excel.

In addition if youre ready to put in the hard work well make sure your dedication and achievements are recognised.

Ready to take the next step in your career Amplify your purpose with Amplifon!

As an employer that embraces Equal Opportunity and promotes inclusion and diversity we encourage people of all ages and backgrounds to apply.