Contact Centre Manager

Description:

Salary : AUD100000 - AUD120000 per annum

Sydney CBD 2000

Permanent

Salary : $100k - $120k + Super

Fully office based

Cox Purtell is currently working with a prestigious association operating in the Legal industry who are creating a new Customer Experience team and transforming the overall enquiry experience for all who interact with the organisation.

This role will report into and work with the Head of Customer Experience to establish and develop the Customer Service Contact Centre In-Take Team for initial response and continue leadership of the current Reception team.

With this position being a brand new role, a key requirement will be for you to design and implement efficient processes to handle incoming customer inquiries effectively and prioritise them based on urgency and complexity. The role involves building and training a team of in-take call specialists with solid communication skills, problem-solving abilities, and empathy to quickly assess customer needs and provide appropriate support or guidance. Additionally, you'll support the Head of Customer Experience and collaborate with other departments to gather insights, refine procedures, and continuously improve the triage process to enhance customer satisfaction and streamline inquiries.

• Lead, train, and coach the Customer Service Centre in-take Team to efficiently handle incoming customer inquiries and prioritise them based on urgency and complexity.
• Design and implement efficient processes and protocols with the Head of Customer Experience for call routing, resolution and escalation, ensuring timely and appropriate responses to customer needs.
• Lead, train and coach the existing frontline Reception team in their customer service tasks including email, professional reception service, meeting room bookings and other various administrative tasks.
• Collaborate closely with other departments, such as customer service, technical support, and product development, to gather insights, refine procedures, and continuously improve the triage process to enhance overall customer satisfaction and streamline operations.
• Serve as a point of escalation for complex customer inquiries or issues, providing guidance and support to in-take team members and ensuring that customer needs are addressed promptly and effectively.
• Foster a positive team culture of collaboration, accountability, and continuous learning, providing ongoing feedback, coaching, and professional development opportunities to empower team members to excel.
• Establish key metrics and data insights, for example (and not limited to):

• Customer Satisfaction Score (CSAT): Measure customer satisfaction with the Contact Centre In-take Team's service.
• First Contact Resolution (FCR) Rate: Percentage of customer inquiries resolved on the first contact without escalation or follow-up.
• Average Handling Time (AHT): The average duration of customer interactions handled by the Contact Centre In-take Team indicates efficiency and productivity.
• Customer Effort Score (CES): Measure the ease with which customers can resolve their issues or inquiries, reflecting on the efficiency of the triage process.
• Call Abandonment Rate: Percentage of incoming calls abandoned by customers while waiting to be connected to an agent, indicating potential issues with call routing or staffing levels.

• Demonstrated experience in call centre management, preferably in a management role. This includes experience overseeing teams, managing workflows, and optimising call centre operations for efficiency and effectiveness.
• Experience in triage or incident management, including developing and implementing processes and protocols for handling incoming inquiries, prioritising them based on urgency and complexity, and directing them to the appropriate resources for resolution.
• Strong customer service background, focusing on providing exceptional customer experiences and resolving customer inquiries or issues promptly and effectively.
• Excellent communication and interpersonal skills, with the ability to effectively communicate with team members, stakeholders, and customers and build strong relationships based on trust and collaboration.
• Familiarity with call centre technologies, tools, and software, including call routing systems, CRM platforms, and reporting and analytics tools, to optimise operations and enhance overall performance.
• Experience in quality assurance and performance management processes, including monitoring and evaluating team performance metrics, providing feedback and coaching, and implementing improvements to drive continuous improvement.
• Experience fostering a customer-centric culture within an organisation, including training, coaching, and empowering employees at all levels to prioritise customer satisfaction and contribute to delivering outstanding experiences.
• Strong analytical skills and experience leveraging customer data, insights, and metrics to inform strategic decision-making, identify areas for improvement, and measure the impact of customer experience initiatives.
• Proven ability to build and maintain strong relationships with internal and external stakeholders, including senior leadership, employees, customers, and partners, to advocate for the voice of the customer and drive alignment in delivering exceptional experiences.

• Ability to clearly and influentially articulate a vision, encourage and support others while building valued and trusting relationships with others.
• Ability to practice open communication, lead by example and effectively provide honest and constructive feedback.
• Proven ability to work in complex frameworks, analyse and prioritise elevated levels of information and convert ideas and objectives into actions.
• Ability to appropriately prioritise problems, gather and analyse the right information to identify symptoms and causes and identify the right people to involve to reach better conclusions.