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contact centre manager in North Shore

North Shore, New South Wales
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job description


This is a rare opportunity to join a large FMCG organisation! This company is extremely well-known for their products, incredible work culture and for recognising hard work. This would be an exciting workplace for anyone who is seeking to continue their career in the field of Customer service Management (Contact Centre) and gain experience working for such an incredible company.

The Role

As the Contact Centre manager you will be reporting to the General Manager and your main responsibility will be to ensure the success of the contact centre and resourcing services, building performance based teams and senior client engagement to support growth.

Day to day responsibilities:

  • Delivering financial goals by achieving set KPIs
  • Ensuring constant training and development for all members of the contact centre
  • Performance management
  • Maintaining key internal and external relationships
  • Develop different strategies in order for teams to be successful whilst working with extended teams
  • Encourage creativity and individualism within the teams to create a positive working environment
  • Analyse team and performance reporting and communicating that to senior management
  • Workforce planning, scheduling and payroll
  • Lead program reviews and attend regular meetings with internal stakeholders
  • Oversee resolution of escalated customer issues including dispute resolution
  • Achieve financial and operational KPIs
  • Talent acquisition, retention and engagement

Skills Required

To be successful for this role, you will have:

  • A strong background within Retail/FMCG
  • Strategic planning and execution
  • Experience working with or managing a contact centre
  • A high level of communication skills
  • A passion for providing excellent customer service
  • Ability to work under pressure, respond to change and manage multiple tasks
  • Strong problem solving skills with an ability to analyse and communicate data
  • Financial and budget management
  • Ability to lead a team and build relationships with internal and external stakeholders
  • Strong organisational and planning skills

The Rewards

  • Start ASAP
  • Desirable and competitive salary
  • Great location with onsite parking
  • Work for an prestigious FMCG company
  • Great bonuses

If you are interested in this role, please press APPLY NOW, or, for a confidential conversation please call Jennifer Fogarty on 82151015


apply now