CONTACT CENTRE MANAGER ROLE

The Contact Centre Manager is responsible for overseeing the daily operations of the contact centre, ensuring that customer service objectives are met through effective management of staff, resources, and processes. This role involves leading a team to deliver exceptional customer experiences across various communication channels while achieving performance targets and maintaining operational efficiency.

Key Responsibilities:

Leadership and Team Management: Lead, mentor, and develop a team of Team Leaders and Customer Service Agents to enhance performance and career growth.

Operational Oversight: Manage day-to-day operations of the contact centre, ensuring adherence to service level agreements (SLAs) and key performance indicators (KPIs).

Strategic Planning: Collaborate with senior management to develop long-term strategies for the contact centre that align with organizational goals.

Customer Experience Management: Ensure that all customer interactions are handled professionally and efficiently, resolving escalated issues as necessary.

Resource Management: Oversee workforce management activities, including scheduling, forecasting, and resource allocation to meet demand fluctuations.

Required Skills and Qualifications:

Proven experience in managing a contact centre or customer service environment.

Strong leadership skills with the ability to motivate and develop teams.

Excellent communication skills, both verbal and written.

Proficiency in contact centre technology, CRM systems, and data analysis tools.

Ability to think strategically while managing day-to-day operations effectively.

Preferred Qualifications:

Bachelor’s degree in Business Administration, Management, or a related field.

Experience in implementing process improvements within a contact centre setting.

Familiarity with industry best practices in customer service management.

Working Conditions

Full-time position with potential for shift work depending on operational needs.

Fast-paced environment requiring adaptability to changing priorities.

This position description serves as a general overview of the responsibilities associated with the role of Contact Centre Manager. Specific duties may vary based on organisational needs.

We are a Contact Centre recruitment agency that your organisation can rely on to find full time or temporary office support staff.

Get in touch with SMAART Recruitment by filling out our quote form below, visiting our Contact page, or speaking with a friendly staff member by calling us today on 1300 762 278.

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