- Circa 150-160k + super + monthly bonus
- Perth location
- Senior level role
A rare, unique and exciting opportunity awaits for you to be an integral part in shaping the future of customer service operations in Perth!
Randstad is partnering with a market leading BPO in the Philippines to establish operations in Perth and we are seeking a Senior Contact Centre Manager to play a pivotal part in this exciting venture.
If you have proven experience in an operational or contact centre management role and have an innovative and strategic mindset, this opportunity will allow you to be a key player in setting up and growing operations in Perth.
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About the role
As the Contact Centre Manager, you will play a crucial role in setting up and overseeing day to day operations in Perth while collaborating closely with the Head of Customer Service based in the Philippines. In this role, your primary responsibilities encompass ensuring the smooth functioning of the contact centre, utilising your analytical and strategic skills to drive well informed business decisions and to lead and mentor a team towards excellence with the shared goal of increasing overall customer satisfaction. Additionally, you will be instrumental in building a multicultural customer service team to support a client within the IT industry.
Key responsibilities:
- In conjunction with Randstad, collaboratively be apart of the recruitment and onboarding process of 2x Team Leaders, 10x Customer Service Officers, and 1x Office Manager (permanent roles)
- Maintain oversight over daily operations to ensure adherence to SOPs and KPIs are met
- Engage relevant stakeholders and management for awareness and timely resolution of major customer issues
- Identify opportunities to improve customer satisfaction
- Assist with the development of effective customer service procedures, policies, and standards
- Take responsibility for handling various operational situations and challenges
- Understand the behaviour and habits of customers through Voice of Customer (VoC) data analysis
- Review all service issues, activity and prepare weekly, monthly analysis reports
- Prepare detailed reports on key service metrics and CS performance
- Provide timely management reports as may be required
- Evaluate staff performance and provide feedback, coaching where necessary
- Work closely with HR on people management. Address employee concerns and well being
- Manage the approved department budget, put up procurement requests
- Provide support to external partners.
What we are looking for
- Multilingual proficiency in an Asian language (Vietnamese preferred)
- An independent operator, capable of making sound decisions and judgments
- Ability to collaborate effectively with the Head of Customer Service and other stakeholders
- Proven experience in an operations role within a contact centre
- Strong understanding of business goals and the ability to align them with operational strategies
- Experience in start up operations or within a BPO is highly regarded, however is NOT essential
- Willingness to relocate to Perth if not already based there
What's in it for you?
- Highly attractive salary package + monthly bonuses
- The chance to work for a leading BPO who values their people and fosters cross culture engagement
- A multicultural and dynamic work environment
- Career growth and development opportunities as we expand operations
If you are seeking an opportunity to contribute to the expansion of operations and be a part of a large growth opportunity, we encourage you to apply. Join us in shaping the future of customer service in Perth and be part of a rapidly expanding venture.
At Randstad, we are passionate about providing equal employment opportunities and embracing diversity to the benefit of all. We actively encourage applications from any background.