1800 693 277

Customer Care Manager

Main duties and responsibilities will include:
  • Lead and motivate a team of ten Customer Care Consultants to deliver an exceptional customer experience, operational performance from a strategic perspective, including monitoring performance, identifying and resolving problems, quality assurance, conducting needs assessments and capacity planning.
  • Manage team on boarding, training and ongoing development,  performance reviews and appraisals and ensuring our company values Care & Trust, Innovation, Engagement and Responsibility are at the centre of everything we do.
  • Meet Customer Care Centre financial objectives and targets through estimation, assisting in annual budget preparations, analysing variances and taking corrective actions.
  • Review and implement improved processes to meet overall business needs.
  • Implement reporting systems to effectively monitor KPI performance to regularly track and review performance

About you

To be successful, you will possess qualifications in business, communications or customer service with proven track record and experience in a similar role.

You will have a good sense of Contact Centre metrics, as well as a solid understanding of current technology eg dialer applications, IVR and campaign management.

You will possess both inbound and outbound Contact Centre experience with demonstrated hands-on leadership in a contact centre environment.

You will be results and outcomes focused, with the ability to strategically and analytically think with a strong problem solving capability.

You will possess the following attributes:
  • Commitment to quality and continuous improvement
  • Ability to lead, coach and develop staff
  • Be enthusiastic, positive, engaged and highly organised
  • Ability to adapt to changing environments with a flexible approach
  • Be a resilient individual who thrives in a fast paced and changing environment
Be a part of a growing and reputable organisation that are committed to growth and join a fun and challenging work culture. Attractive salary package including bonus, based on experience.

If you are a flexible, motivated and energetic individual who is looking for their next opportunity, please apply today with an updated copy of your CV and Cover Letter as one file.

For a confidential discussion regarding this role, please contact Anna Wallace on 0405 525 289.

You must have the right to live and work in this location to apply for this job.

We'd love you to join us and look forward to you connecting with us soon!
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