Call Centre Manager

Competitive daily rate, High profile national program, Contract until June 2020.Our Federal Government Client is currently seeking an experienced Call Centre Manager to lead and manage a team of customer service support staff.

Duties:

  • Manage the implementation of operational, policy, procedural and customer service initiatives as they relate to change initiatives
  • Develop staff capability through coaching, mentoring and succession planning
  • Provide after hours support for contact centre service issues
  • Contribute to strategic planning for the responsibilities of the work area with a particular emphasis on addressing customer satisfaction and associated service delivery needs

As the successful Call Centre Manager, you will possess:

  • Complex case management in a call centre environment
  • Ability to analyse complex issues and provide appropriate responses to support customer needs
  • Knowledge of project and programme management frameworks and policies
  • Ability to prepare a range of written material including business cases, reports, executive briefs and corporate documentation
  • Must have Baseline Security Clearance

Desirable:

  • Experience using MS, CRM or any DHS systems

 

25/11/2019 $0 ACT 1 Call Centre & Customer Service
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