Randstad are proud to partner with a leading technical service provider who are looking for a contact centre leader to join their team. Our client operates a medium sized call centre on the Gold Coast, servicing clients across Queensland, New South Wales, Victoria and Tasmania.
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Key duties:
- providing best-in-class customer interactions by leading and nurturing our Customer Support team to ensure support queries, troubleshooting and escalations are resolved promptly
- managing and prioritising escalations
- scoping, managing and delivering support-related projects
- cross-team collaboration for change management and product releases
- Creating and updating instructional resources
- Oversee daily operations, monitoring customer interactions to ensure high-quality service and maintaining service KPIs.
- support team coaching for product knowledge growth and communication
- managing performance, recruitment and other resources across the Support team
- monitoring and reporting on KPIs and support metrics
- leading daily support operations to ensure policies and procedures are met
- review team software, applications and tools for continuous improvement.
Experience/Skills required:
- Previous experience in a customer support/service manager or call centre management roles.
- Strong leadership skills, with cross-functional collaboration skills.
- Excellent verbal and written communication to engage and build relationships with all key stakeholders
- Highly organised with outstanding time management skills and strong attention to detail
- Customer centric focus with a hands-on approach when necessary.
All applications are to be submitted via the application portal, not via email. If you have questions relating to the role please contact Stuart Clark - Senior Recruitment Consultant on 07 3100 7063 or email stuart.clark@randstad.com.au
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.