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Contact Centre Manager

Date: 10-Jul-2021

Location: Melbourne, Australia

Company: Singtel Group

 

At Optus, our vision is to be Australia's most loved everyday brand with lasting customer relationships. We will do this by creating unique customer connections, being digital everywhere and delivered by our amazing people. Our people are at the heart of our vision and future. We are passionate about creating an environment that encourages our people to achieve their best – personally and professionally. 

The Role:
Are you ready to say “Yes” to an exciting new career change?  
Optus is about to spark a revolution in the industry, and we’re looking for a world class Contact Centre Manager – or as you’ll be referred to as - Community Manager - to come help transform customer care by leading a Team of Experts and bringing to life our new ways of working. We aim to be #1 in Customer Engagement. 
This is a full-time, fixed term 12-month opportunity. With a negotiable commencement date, the role is situated within the Melbourne CBD. 
As part of the customer care family, you’ll be leading a Community of Experts and Coaches. You will be responsible for creating the Community culture and performance outcomes; you’re in charge of the Communities’ profit & loss.
A Community is made up of Coaches, Experts and a Community Manager. Our Community is like no other – our experts hold universal skills that give them the ability to respond to any customer enquiry type end-to-end; from Billing to Technical support, adding products, providing upgrades and resigning customer contracts. 
Using a mixture of communication mediums including voice and messaging, your Experts will be comfortable dealing with customer enquiries no matter what the channel is. Encompassing the complete customer lifecycle from Sales to Service, our Community of Experts help us take our service from best to obsessed; ensuring our customers are happy, stay longer with us and spend more over time.
You will be influential and a key part of delivering our new ways of working. We’re turning a page and starting a new era in the Customer Care landscape. 


As a Community Manager you’ll demonstrate the following:

•    Drives the Team of Experts ways of working and ensures the Community not only adheres to the framework and principles but uses it to monitor and deliver optimal Community Health 
•    Coaches and influences others to understand, embrace and manage change. Leads and inspires change through taking ownership and delivering outcomes.
•    Is resilient, agile, supportive and approachable
•    Can build and accelerate a performance culture and framework that delivers results.
•    Can advocate cross functional collaboration through publicly promoting teamwork and synergies.
•    Openly supports and drives accountability to enable an environment of diversity and inclusion
•    Can drive and sustain a culture of continuous learning and excellence.
•    Builds a sustainable workforce strategy to drive and maintain results.
•    Can deliver on opportunities to increase CX measures, productivity and profit & loss to achieve business priorities.
•    Works well under pressure and uses their time effectively to manage competing priorities.
•    Ability to interpret and incorporate metrics to drive success 

The Perks:
•    Competitive salary package, bonuses & incentives
•    Access to a wide range of employee benefits and discounts, including retail partner discounts, discounts on Optus products, and access to health & wellbeing services
•    Ongoing training, development & support
•    Unique career progression opportunities – join an organisation that values the long-term progression of their employees within the business
•    A welcoming, inclusive and diverse work-culture
•    Unique autonomy as a leader to truly empower our people to deliver

About You: 

•    Prior experience in operational management/leadership – preferably within a Contact Centre environment
•    Ability to lead & contribute to a high performing, engaged team – developing talent, capability and ensuring skill growth
•    Ability to develop and maintain strong stakeholder relationships across the business
•    Ability to solve strategic problems by analysing data and inputs from multiple sources, providing recommendations for improvement, and managing the operational execution of strategic initiatives.
•    Ability to collaborate effectively and navigate a team through change
•    Strong time-management and organisation skills with the ability to manage multiple concurrent enquiries, projects and responsibilities

Sounding like an opportunity you’d say ‘Yes!’ to?

Hit ‘Apply Now’ to submit your application for the role, including a copy of your current resume.
Heads Up! Due to the fast-paced nature of our business, applications will be short-listed on a rolling basis – so please submit your application as soon possible.