Contact Centre Manager

 Aston Carter
 Australia, Melbourne, Victoria
 4 weeks ago


Job Summary

About the Role:-

My client, in the Financial Services sector is looking to lead and transform their teams within the Sales function in order to drive and bring the Contact Centre business strategy to life. They are shifting away a culture of individual based reward to group sales targets and incentives. 

This role sees you take responsibility for the inbound Portfolio within the Sales business, where you will be required to drive sustainable growth and profitability whilst improving on customer satisfaction and customer experience. Your approach will be balanced focusing on the customer, empowering leaders and agents in order to meet regulatory and compliance standards.

This role will require you to find new ways to lead and lift agent performance through exceptional coaching techniques that you will need to demonstrate where and how you have had previous success.

About You:-

  • A strong flair and passion for coaching and leading leaders around solution-selling , the ability to influence conversations that have a direct impact on great CX which ultimately leads to conversions and upliftment in revenue for the Contact Centre. 
  • Demonstrated ability in leading large, diverse teams in a fluid environment.
  • Be able to make decisions in an ambiguous environment.
  • Excellent communications skills. Be able to tell a story and share the vision of the change that this Contact Centre is going through in order to improve the overall Customer Experience. 
  • Act as a change agent across the business and be able to look at solutions focused outcomes for both internal and external customers.
  • Be able to foster and maintain strong relationships across a diverse range of stakeholders.
  • Knowledgeable around outbound banking and contact centre management processes.
  • A solid understanding of risk and compliance and responsible lending regulations within a financial /banking sales environment. 
  • You will be a driven individual with high performance standards who loves a challenge in a fast paced environment.
  • Contact Centre Managers and/or Senior Team Leaders with experience in the Insurance, Banking, Energy sectors who have refined their skills in the coaching arena and can show evidenced based success across revenue uplift and NPS are invited to apply. Please hit APPLY if this role is a good fit or contact Dani on (03) 9918-0940 at Aston Carter for more information. Only candidates who meet the above criteria will be contacted. Closing Date: 23rd September 2019  .

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