Job Description

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Assistant Contact Centre Manager

Advertiser: SYKES Australia2.5 out of 52.5 overall rating (101 employee reviews) More jobs from this company

Job Information

Job Listing Date
8 Nov 2019
Location
Gold Coast
Work Type
Contract/Temp
Classification
Call Centre & Customer Service, Management & Support

Assistant Contact Centre Manager

SYKES Australia is part of a leading global company in the field of outsourcing and customer contact centre management.

With well established offices located on the Gold Coast, Sydney and Hunter Valley, we provide value-added solutions to our clients and strive to deliver the highest level of customer engagement and brand loyalty.

As an Assistant Contact Centre Manager you will play a key part in the development of our Team Managers, staff retention and engagement, ensuring client satisfaction and contributing value add solutions to SYKES and our clients.

This is a 6 to 12 month maternity leave cover.

What does the role involve?

This role is responsible for enhancing account performance by developing specific goals and action plans aligned to the strategic direction of SYKES.

Key duties of this role include:

  • Proactively looking for ways to increase efficiency through process improvements and new ways of performing tasks
  • Providing effective coaching and mentoring to Team Managers, ensuring they are supported and equipped to lead their team of Agents
  • Overseeing the performance management of teams 
  • Playing an advisory role by providing client consultation
  • Ensuring effective communication with the leadership teams at SYKES on account specific progress and performance

What we are looking for?

As a desired candidate you will have: 

  • High emotional intelligence and advanced people skills
  • Proven leadership skills
  • Previous experience in a similar role
  • Strong verbal and written communication skills
  • Ability to multi task and prioritise
  • Excellent computer literacy and data management skills

 What SYKES will offer you?

Apart from offering a fun and energetic work environment, we will also offer:

  • Comprehensive paid training so you feel equipped in leading your team
  • An exciting development opportunity for your career
  • Access to our free Employee Assistance Program for all staff and immediate family members

All applicants must have working rights in Australia and be over 18 years of age.

SYKES Australia is part of a leading global company in the field of outsourcing and customer contact centre management.

With well established offices located on the Gold Coast, Sydney and Hunter Valley, we provide value-added solutions to our clients and strive to deliver the highest level of customer engagement and brand loyalty.

As an Assistant Contact Centre Manager you will play a key part in the development of our Team Managers, staff retention and engagement, ensuring client satisfaction and contributing value add solutions to SYKES and our clients.

This is a 6 to 12 month maternity leave cover.

What does the role involve?

This role is responsible for enhancing account performance by developing specific goals and action plans aligned to the strategic direction of SYKES.

Key duties of this role include:

  • Proactively looking for ways to increase efficiency through process improvements and new ways of performing tasks
  • Providing effective coaching and mentoring to Team Managers, ensuring they are supported and equipped to lead their team of Agents
  • Overseeing the performance management of teams 
  • Playing an advisory role by providing client consultation
  • Ensuring effective communication with the leadership teams at SYKES on account specific progress and performance

What we are looking for?

As a desired candidate you will have: 

  • High emotional intelligence and advanced people skills
  • Proven leadership skills
  • Previous experience in a similar role
  • Strong verbal and written communication skills
  • Ability to multi task and prioritise
  • Excellent computer literacy and data management skills

 What SYKES will offer you?

Apart from offering a fun and energetic work environment, we will also offer:

  • Comprehensive paid training so you feel equipped in leading your team
  • An exciting development opportunity for your career
  • Access to our free Employee Assistance Program for all staff and immediate family members

All applicants must have working rights in Australia and be over 18 years of age.

The application form will include these questions:
  • Which of the following statements best describes your right to work in Australia?
  • How many years' experience do you have as a centre manager?
  • How many years of people management experience do you have?
  • What's your expected annual base salary?

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