Contact Centre Manager (J200170554) Mulgrave, Melbourne, Australia
| Salary: | on site partking, breakfast daily, bonus |
Position Title Helpdesk Manager
Division Contact Centre
Position Reports To Contact Centre Director
Location Mulgrave
Our client is looking for an experienced Contact Centre Manager to lead the Help Desk team.
Great salary
Strong Culture
Growing brand
You will:
Effectively lead and manage the team to deliver key objectives, providing coaching and support where required.
Provide staff supervision and professional direction for all inbound and outbound calls.
Establish, build and maintain good working relationships with our business representatives at all times.
Ensuring Service Level Agreements are met.
Monitor team to ensure effective communication is constantly used with all customer contact.
Manage, plan and build team members skills and capability to provide support for career
development needs.
To assist the management of the operational performance of the Helpdesk team, whilst constantly
looking to improve the performance of the Helpdesk via Performance Reviews
Monitor and manage calls and ensure response times meet SLA at all times.
Reporting and Planning Monitor call script when capturing relevant data in compliance with Call Quality Monitoring
guidelines.
Ensure the 98% accuracy data input and the completion of relevant fields throughout each call.
Plan and compete all relevant administration duties in designated time.
If this sounds like you please apply today.