Contact Centre Manager

About Our Client Our client is a global leader in providing technology solutions that enhance community living. Position Overview We are currently seeking a highly skilled Contact Centre Manager on behalf of our client. This individual will play a vital role in elevating contact centre service delivery, client account management, and team leadership.

Key Responsibilities

• Build and maintain strong client relationships and ensure service delivery meets expectations.
• Drive SLA improvements, manage issue resolution, and oversee performance reporting.
• Lead account management, including financial oversight and commercial negotiations.
• Inspire and lead teams to achieve KPIs, implementing advanced reporting and technologies.
• Manage budgets and support business growth, client transitions, and change initiatives.
• Address escalated issues, conduct performance reviews, and improve customer service processes.

Essential:

• Understanding of BPO and contact centre operations.
• A minimum of 10 years’ experience in small to medium contact centre operations.
• Proven stakeholder management and relationship-building skills.
• Experience in leading tech-driven transformation in service delivery.
• Strong communication and leadership capabilities.
• Demonstrated ability to drive cultural change and system transitions.

Aboriginal and Torres Strait Islander Peoples are encouraged to apply.
To apply, please click "Apply" or contact Ali Alpe on +61 3 8628 2166 or ali.alpe@robertwalters.com.au for a confidential discussion.