Job description
Are you a dynamic leader with a passion for driving team success and delivering exceptional customer service? Our client is looking for a Contact Centre Manager to lead, support, and inspire a team to achieve outstanding results.
Key Responsibilities:
Apply now to lead the contact centre to new heights!
Applicants new to DFP may be asked to provide additional information including work rights status via a survey link – if requested, we ask that you provide this information in order to expedite your application.
DFP welcomes applications from Aboriginal and Torres Strait Islander people, people with diverse cultural and linguistic backgrounds and people with disability. In addition, DFP will provide reasonable adjustments for individuals with disability throughout the recruitment process. If you identify as a person with disability and require adjustments to the application, recruitment, selection and/or assessment process, please advise via adjustments@dfp.com.au or 1300 337 000 and indicate your preferred method of communication (email, phone, text) so we can keep in touch and meet your accessibility needs.
By clicking 'apply', you give consent that DFP may use your personal information to process your job application and to contact you for future employment opportunities. For further information on how DFP process your personal information please review the DFP Information Collection and Privacy Policy via https://www.dfp.com.au/about-us/policies. Do not submit any sensitive personal information in your resume.
Key Responsibilities:
- Team Leadership: Manage and mentor Team Leaders and phone-based staff to meet productivity and quality assurance targets.
- Recruitment & Development: Oversee recruitment, onboarding, and succession planning. Implement coaching programs to cultivate talent and build a high-performing workforce.
- Workforce Planning: Develop and manage workforce plans to meet service level agreements and budget targets, balancing staffing needs throughout the year.
- Performance Management: Lead performance management activities, including 1:1s, and resolve performance issues effectively.
- Stakeholder Collaboration: Build strong relationships with internal and external stakeholders to drive high performance and identify process improvements.
- Quality Assurance: Manage the Quality Assurance Framework to meet the evolving needs of clients, staff, and the business.
- Continuous Improvement: Lead continuous improvement initiatives, streamline processes, and ensure best practices in the contact centre.
- Budget Management: Achieve budget targets by strategically adapting resourcing and activities.
- Technology Innovation: Manage CRM systems, contact centre platforms, and related infrastructure to drive technological advancements.
- A supportive and performance-oriented culture
- Opportunities for professional growth and development
- A chance to make a significant impact on their contact centre operations
Apply now to lead the contact centre to new heights!
Applicants new to DFP may be asked to provide additional information including work rights status via a survey link – if requested, we ask that you provide this information in order to expedite your application.
DFP welcomes applications from Aboriginal and Torres Strait Islander people, people with diverse cultural and linguistic backgrounds and people with disability. In addition, DFP will provide reasonable adjustments for individuals with disability throughout the recruitment process. If you identify as a person with disability and require adjustments to the application, recruitment, selection and/or assessment process, please advise via adjustments@dfp.com.au or 1300 337 000 and indicate your preferred method of communication (email, phone, text) so we can keep in touch and meet your accessibility needs.
By clicking 'apply', you give consent that DFP may use your personal information to process your job application and to contact you for future employment opportunities. For further information on how DFP process your personal information please review the DFP Information Collection and Privacy Policy via https://www.dfp.com.au/about-us/policies. Do not submit any sensitive personal information in your resume.
