Job Description

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Contact Center Operations Manager

Private Advertiser

Job Information

Job Listing Date
24 Jan 2020
Newcastle, Maitland & Hunter
Work Type
Full Time
Call Centre & Customer Service, Management & Support

The Opportunity:

A fantastic opportunity to work for a well-established national employer, providing contact centre services to a wide variety of internal and external stakeholders on a 24/7 basis. You will play a vital role in maintaining operational success for a contact centre within a niche industry. 

Your Responsibilities include:

  • Leading up to 20 customer service team members, provide ongoing coaching and support
  • Oversee the workforce planning, forecasting, scheduling, reporting and budgeting 
  • Business continuity planning and quality assurance management
  • Project process delivery, improvement and implementation


To be successful in this role you will have:

  • 5 or more years demonstrated experience leading people, resources and priorities within a contact centre environment
  • Ability to establish and maintain strong relationships with internal and external stakeholders, using your influencing skills to drive innovative solutions and sustainable change
  • Aptitude to on board new team members and continually train and develop them on how to respond to complex situations and meet key performance indicators
  • Capability to work autonomously and foster a positive team environment whilst maintaining a high level of service to customers and operational performance.


How to APPLY:

If you thrive in a fast paced, challenging environment and are passionate about customer care and continuous improvements this is the perfect role for you. To apply, click APPLY and submit your resume.

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 an operations manager?
  • Have you worked in a call centre before?
  • What's your expected annual base salary?
  • How much notice are you required to give your current employer?

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