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Call Centre Manager Jobs In Melbourne




NOW DISPLAYING 20 of 46 Call Centre Manager JOBS

Collections Officer- Accounts Receivable

Full Time Position - 3 Year Fixed Term Contract Malvern Location Generous Salary Packaging Options The Collections Officer- Accounts Receivable is an integral role that sits within a multidisciplinary team providing corporate services across the organisation. The main function of the role is to undertake collections and debt recovery, invoicing, receivables and related functions in a timely and accurate manner, maintaining strong internal and external customer relationships. To be successful in this role you will have Demonstrated, extensive experience in debt collection and production of related debtors reports. Accounts receivables experience with a working knowledge of financial procedures. Experienced in use of computerised receivables systems. Intermediate word and excel skills. Sound administrative and organisational skills. High degree of accuracy with attention to detail. Demonstrated time management ability. Customer service focused with excellent telephone communication skills. Analytical and problem-solving skills. Demonstrated ability to contribute positively to a team environment. Demonstrated ability to interpret and apply organisational policies and procedures. Desirable Dynamics GP experience. Carelink Plus experience Debtor management in home nursing care or community care services area mecwacare is a leading not-for-profit organisation with a reputation for excellence. mecwacare has provided care to the Victorian community for over 58 years, offering residential aged care, home care packages, respite care, in-home support, community housing, community programs, disability and nursing services. We provide optimal choice for people of all ages, irrespective of financial, religious, cultural or lifestyle background. We care for more than 14,000 people each week across greater Melbourne and regional Victoria through a highly-integrated service network operated by more than 1,600 employees and 350 volunteers. mecwacare offers opportunities for professional development, with an ongoing learning culture and supportive team environment. If you are looking for a caring work environment, are driven to provide high quality care and wish to benefit from our generous salary packaging options, please contact us. All successful applicants will need to undergo a Police Check. Enquiries to Vasaan Chendur, Finance Manager on 03 8573 4843

location Malvern VIC 3144, Australia


Customer Retention Team Leader

We are Medibank “ an integrated healthcare company providing private health insurance and health solutions to 3.7 million Australians. At Medibank we stand for better health for better lives. About Us Were passionate about nurturing careers. We support new innovation and thinking, and openly collaborate and share new ideas. Were healthy and active in our lives and wellbeing is encouraged at every level. Our people play an important role in the future of health and healthcare and we believe that working together. The Opportunity As a Customer Retention Team Leader you will be leading and coaching a team of Customer Retention and Cover Review Specialists who handle inbound and outbound contacts with at risk members. You will also champion retention across the business and in particular across frontline channels to ensure processes, resources and planning are appropriate to maximise retention. You will lead and develop staff allowing them to achieve outstanding results and align them to our purpose “ for better health. As a team, we strive to exceed all targets, across sales and customer satisfaction. You will be required to work on a rotating roster from 8am-8pm Monday “ Friday. Key responsibilities will include Engaging, coaching, mentoring and inspiring a team of Customer Retention Consultants in the delivery of sales conversion, retention and exceptional NPS for Medibank Being responsible for the operational performance, leadership and overall direction of your team. Ensuring a consistent focus on improving operational metrics that deliver customer focussed outcomes and Playing a key role in delivering customer, operational, people and financial targets and. About You To be successful in this role you will need to have proven leadership experience in a sales andor retention management position, ideally within a contact centre environment. Knowledge of the health, finance or insurance industry in Australia would be highly desirable. You will have a highly developed customer centric attitude and demonstrated experience delivering to targets and performance metrics in a highly competitive environment. You™ve also got a passion for health and you™re a little bit obsessive about understanding our customers. What We Offer In return for your hard work we offer a range of great benefits, including subsidised private health insurance, travel insurance and pet insurance. Furthermore, we take the health and wellbeing of our employees seriously, offering flexible working conditions and encouraging wellbeing at all levels of life. Medibank is an equal opportunity employer committed to providing a working environment that embraces and values diversity and inclusion. If you have any support or access requirements, we encourage you to advise us at the time of application to assist you through the recruitment process. Due to a system issue, you may experience a delay in hearing back from us but we value your application and appreciate your patience during this time. A Career at Medibank adds up to more. More achievement. More progress. More passion and more innovation for health.

location Docklands VIC, Australia


Customer Service Manager

Role Do you have a passion for customer service? Can you provide inspiring, performance focused, motivating leadership? We™re seeking a self-motivated and confident Customer Service Manager to join our Sales team at our Austral Masonry office in Prospect, NSW. Reporting to the State Sales Manager NSW, you will be responsible for developing, leading and motivating a team of Customer Service Representatives and supporting the sales function by providing an exceptional customer service experience. Duties include but are not limited to Assist in the development and growth of Austral Masonry by managing a team of Customer Service staff Drive the delivery of quality service to both internal and external customers Maintain detailed and current knowledge of the company products and services Ensure the accuracy and efficiency of processing quotes and orders from customers utilising Maximise Review current procedures and task management to ensure optimatisation of people and systems Maintain strong working relationship with transport, operations and sales ensuring that all customer needs are met in a timely and cost effective manner Ensure efficient scheduling practices to meet customer requirements and Constantly improve on key Customer Service metrics and internal KPIs. Success Requirements Tertiary qualifications in business (desirable). Demonstrated experience in similar role. Strong time management, administration and organisational skills. Computer literacy (Word and Excel). Excellent attention to detail. Positive attitude and a strong work ethic. Ability to complete multiple tasks with varying levels of priority. How to Apply If this sounds like the role for you, apply for this exciting opportunity now

location Huntingwood NSW 2148, Australia


Inbound Customer Sales Consultant - Part Time

As a part-time Inbound Customer Sales Consultant, you will be based in our Sales Contact Centre located in Melbourne CBD. You will be the first point of contact for customer sales enquiries, with a focus on the acquisition of EnergyAustralia customers. You must be available to work each Monday between 8am to 1pm, and Tuesday to Friday between 4pm to 9pm, with a minimum of 10 hours per week on offer, but this can increase depending on call volumes. Shifts will vary in length from 3 to 5 hours. Please note, availability to work every Monday is mandatory due to the high call volumes the team receives on this day. About the role Start Date Monday 24 September 2018 Responding to inbound customer sales calls. Matching customer needs with EnergyAustralias product offerings, ensuring your sales expertise successfully on-boards new customers. Acquire new customers through delivery of quality customer service. Proactively promote EnergyAustralias products and services through upselling and cross selling. Self-manage to schedules and breaks and actively participate in coaching sessions and team meetings. Maintain customer information in EnergyAustralias customer facing systems. Ensure all calls are handled in accordance with the quality standards and industry regulation. Part-Time Expectations You must be available to work every Monday between 8am to 1pm AND available to work any shifts Tuesday to Friday between 4pm to 9pm. Ability to work a minimum of 10 hours per week. Shift lengths can vary from 3 to 5 hours. Must be available to attend full time training (Mon to Fri 9am to 5pm) for 3-4 weeks starting Monday 24 September. What we offer Discounted Gas Electricity through our Employee Energy Plan. Opportunity to progress your career as your experience grows. CBD office location friendly fun contact centre environment. You will receive rosters 3 weeks in advance. Salary 58,786.00 inc 9.5 super PLUS commission. What we™re looking for Sales experience. Excellent customer service and problem solving skills. Fantastic verbal and written communication. Ability to build rapport and uncover unstated customer needs. Ability to pick up on customer triggers and build trust. Demonstrated empathy and the ability to problem solve to provide solutions. Passionate about working in a sales focused and target driven environment. Ability to navigate multiple computer applications at the same time whilst on the phone. How to Apply If you share our passion for making customers a priority, doing the right thing, leading change and want to be part of an organisation focused on making a positive impact, click the Apply button to submit your application. Please visit our careers page on our company website for a copy of the full Position Description. Upon review of your resume, should your application be successful the next step of our recruitment process, you will be required to complete online assessments and a video profile.

location Melbourne VIC 3000, Australia


Inbound Customer Service Representative

Beaumont People are currently seeking inbound customer service representatives who are looking to join a busy Call Centre team environment within in a major, international company. St Leonards location Working Holiday Visas Encouraged to apply if able commit to 6 months Your responsibilities will include High volume inbound customer service calls Proactively demonstrate professional customer service skills in a fast paced environment at all times. A drive and energy to succeed with a can do attitude Promote products and service offerings to customers. Consistently meet individual KPIs. Rotating roster Monday to Friday between 8am-8pm To be considered for this role you will have Data entry keyboard skills and accuracy Previous phone based customer service experience Strong customer service focus and clear communication skills (verbal and written) Good interpersonal skills and negotiation skills. The ability to work within a team towards a common goal Ability to learn new systems Whats in it for you Worklife balance with no weekends Easy location close to CBD and main public transport route and nearby street parking Ongoing support and development Modern offices with on-site cafe facilities Working within a large, major international company..options for future career progression If you are a stand out customer service representative looking to join this high profile company, then please contact Sophie by applying today

location NSW 2000, Sydney NSW 2000, Australia


Inbound Sales Consultant

EnergyAustralia is one of Australias largest energy companies providing smart, innovative energy solutions for our customers. Were in an exciting transformation and are committed to becoming a world-class organisation with the customer at the heart of everything we do. As an Inbound Sales Consultant, based in our award winning Geelong Contact Centre, you will be our first point of contact for customer enquiries, with a focus on the acquisition and retention of EnergyAustralia customers. You will receive inbound calls from residential customers and deliver tailored sales solutions in a vibrant, collaborative and social environment. You will work within a supportive, energised team of high performers who welcome challenges and celebrate success. Your positive and proactive approach, combined with your passion for problem solving and customer engagement, will successfully convert customers into EnergyAustralia advocates. Internally our Inbound Sales Consultants are called Energy Resolutions Consultants - Sales About the role Start Date Monday 17 September 2018 Responding to inbound customer sales calls. Matching customer needs with EnergyAustralia product offerings, ensuring your sales expertise successfully on-boards new customers. Acquiring new customers through delivery of quality customer service. Proactively promote EnergyAustralias products and services through upselling and cross selling. Embrace and exceed targets in a fast paced and energetic environment. Maintain customer information in EnergyAustralias customer facing systems. Ensure all calls are handled in accordance with the quality standards and industry regulations. Rotating roster where you must be flexible to work Monday to Friday between 8am “ 9pm. What we offer Discounted Gas Electricity through our Employee Energy Plan. Opportunity to progress your career as your experience grows. Geelong waterfront office location friendly fun contact centre environment. Rosters provided 3 weeks in advance. Salary 63,592.00 inc 9.5 super PLUS commission of 8,400 OTE. 4-5 weeks paid training to set you up for success. What we™re looking for Proven experience in a service centre with a focus on sales would be preferred. Excellent customer service problem solving skills. Fantastic verbal written communication. Ability to build rapport and uncover unstated customer needs. Ability to pick up on customer triggers and build trust. Someone who will show a genuine interest in our customers. Passionate about working in a sales focused and target driven environment. Strong computer skills. If you share our passion for making customers a priority, doing the right thing, leading change and want to be part of an organisation focused on making a positive impact, click the Apply button to submit your application. Please visit our careers page on our company website for a copy of the full position description. Upon review of your resume, should your application be successful the next step of our recruitment process, you will be required to complete online assessments and a video profile.

location Geelong VIC 3220, Australia


Customer Solutions Team Leader

Flexible working options Competitive salary and bonus structures Join a collaborative and engaging team We are looking for an enthusiastic, energetic and experienced Customer Solutions Team Leader based at our head office in Sydney. You will have a strong background in people management and the ability to oversee and coordinate the daily operations of the Customer Solutions Call Centre Team. To give you an idea of what this involves, you will Manage a team of Customer Solutions Agents that are responsible for servicing all Customer queries, including StarCard enquiries. Coordinate the distribution of work across the team to ensure consistent utilisation of team members Handle and resolve significant Customer issues that are escalated by the team Monitor key performance statistics for the team Review monthly results, report on results and exceptions, and initiate corrective actions to resolve outstanding issues Identify and implement process improvements that will automate current work processes and drive efficiencies within the Customer Solutions team Foster a continuous improvement culture within the team that will deliver a consistent Customer experience Support the rollout and execution of Customer Service lead initiatives and goals which contribute to a greater level of customer service. To be successful you will have a strong people management experience with a minimum of 2 years™ experience managing a customer service team. You must have advanced knowledge of the Microsoft Office Suite. Exposure to SAPNavisionSalesforce is preferred. You will have high level communications skills, a strategic thinker and the ability to coach. If we™ve got your interest, we encourage you to submit an application because we would love to tell you more. Click ˜Apply Online™ below to register your interest. Applications close on 9th of August. At Caltex, we™re with you all the way. We keep millions of people moving every day, and continue to be Australia™s leading transport fuel supplier and a growing convenience retailer. We™re a diverse, multi-faceted business full of people ready to make a difference, and we™re evolving which means we™ve got a variety of career opportunities In different areas. Our culture is open and team-orientated and lets our employees be themselves while achieving great results. Our core company values - Connect to win, Find new ways, Own it, Make a difference for customers and Never stop caring- act as a roadmap to ensure we continue to make life easier for our customers, for our partners and for each other. Working at Caltex has many potential benefits, including Flexible work options (enabled through technology) Career development opportunities BabyCare Package (including a BabyCare bonus). Paid Parental Leave Corporate health plans Employee Assistance Program Study reimbursement Opportunities to relocate intra and interstate Employee Share Scheme Personal Performance Bonus and Company Incentive Scheme Two x Star Card with a 25 fuel discount, for a privately-owned private-use vehicle We strongly encourage Aboriginal and Torres Strait Islander and female candidates to apply.

location NSW 2000, Sydney NSW 2000, Australia


Credit Analytics Manager

At Vodafone, we put our customers at the heart of everything we do to give Australians more choice and freedom to connect the way they want. As the Credit Analytics Manager you will assist Vodafone Credit and Collections in meeting its strategic objective of driving profitable acquisition through the effective and efficient use of automated credit scoring solutions. A primary focus of this role is development and on-going monitoring of the credit decision process for both new and existing customers, including the deployment of fraud prevention tools. The Credit Analytics Manager will act as the subject matter expert for the automated decision application and will drive all development and change initiatives. A primary focus with be the ongoing monitoring of scorecard performance in respect to acceptance Rates and resultant Bad Debt Some the key accountabilities for this role will include Driving the credit decision strategy for Vodafone by providing expert analysis of all automated activities. Leading technical process change initiatives and ensures all business requirements are captured. Monitoring scorecard performance and ensures any decline in expected performance is proactively investigated. Building and automating management reporting that supports Credit Fraud operations. Monitoring application processing times, maintaining documentation to credit workflow and managing the credit systems roadmap for enhancements. Responsible for the creation, support and maintenance of all credit reporting. Managing the deployment of credit system changes that support new propositions. Conducting analysis of results and presenting information in a meaningful way to a broad audience. To be considered for this role you should have 5+ years reporting and analysis experience coupled with relevant technicalfinancial qualifications and credit management experience. You should have expert knowledge and proven experience of managing automated credit decision systems as well as strong database management skills, with the ability to make sense of large amounts of raw data. Experience delivering operational efficiencies within fast changing and complex enterprise support systems is highly advantageous. Other key requirements include advanced knowledge in the use of the SQL, SAS, BO or similar data management tools. Previous project management experience with the ability to lead and influence change and demonstrated use of initiative, planning, innovative decision making and problem solving skills. With Vodafone, we are committed to attracting, developing and retaining the best people by offering a flexible, diverse and inclusive workplace where hard work is truly rewarded. You will have access to fantastic benefits as part of a global company, including generous leave policies, leadership development programs and opportunities to grow your career. You?ll be faced with loads of variety where no two days are ever the same in a collaborative work space that helps drive innovation. The future is exciting. Ready?

location Sydney NSW 2060, Australia


Client Services Supervisor - Brisbane

Client Services Supervisor Who we are Auscript is one of the world™s leading providers of court recording and transcription services, with close to 100 years™ experience servicing the majority of the Courts in Australia. Were part of a fast-growing, global group of companies, known for its innovative solutions that are driving digital transformation in the justice system. Since 1921 our team has significantly expanded around the globe, yet we still put quality service at the heart of everything we do, and our people are our priority. When you work for Auscript, you™ll be energised to find yourself among a skilled, enthusiastic team driven to do their best work. You™ll find meaning and purpose in your role “ a feeling that™s hard to find in many jobs. For more information visit auscript.comcareers About the opportunity As our award-winning solutions are expanding, we are currently seeking expressions of interest for a highly motivated Client Service Supervisor to join our Client Services Team in Brisbane. The mission of the Auscript Client Services Team is to deliver outstanding service and strengthen relationships with external and internal customers. The team drives efficiency, working with curiosity to respond to enquiries and making the task of ordering transcripts simple and quick. In this role, you will lead and support a team of Client Service Officers to enhance the profile, reputation, success and profitability of the business through high-quality customer relationship management, including but not limited to processing court transcript orders for judicial officers, lawyers and parties to proceedings and liaising with the Auscript production team. So what does a ˜day™ look like for Client Services? Read more httpswww.auscript.comen-AUhighest-quality-service-courts Key responsibilities Supervise the Client Services Team™s workflow to ensure fulfilment of daily operational requirements Day to day management of the team, ensuring team members are accountable for their work Liaising with Auscript business units to ensure client requirements are metexceeded Manage and monitor quality, accuracy and timeliness of all orders and estimates Supporting the team members with managing client escalations and mediating these escalations as required Setting individual KPIs and managing individuals to their KPIs Reporting on team KPIs and targets Identify trainingimprovement requirements Identification and implementation of improvements and efficiencies Monitor employee adherence to policies and procedures Investigation and resolution of Corrective and Preventative Actions Manage the Client Services roster and leave planning About you In this role, you will ensure that recording and transcription orders are processed with accuracy and on a timely basis while making sure the Client Services Team are working efficiently and effectively to fulfil daily operational requirements. The successful incumbent will have strong leadership skills and experience working in sales and in a call centre. Essential Skills and Experience Excellent communication, liaison and negotiation skills Previous Customer Services and sales experience Flexibility to successfully manage competing priorities Demonstrated experience leading and developing high performing teams High level problem solving ability and attention to detail Experience planning and prioritising workload and demonstrating initiative General commercial awareness of impact of client requirements Strong written and verbal communication skills, with the ability to communicate technical terminology to people with limited or no technical understanding. Desirable Experience in transcription industry legal services industry Experience with CRM tools such as Salesforce highly regarded Next Steps If you take pride in leading and developing high performing teams, have a keen eye for detail and want to make a difference “ supporting access to justice “ apply now.

location Queensland Performing Arts Centre, Grey St, South Brisbane QLD 4101, Australia


Customer Planning & Projects Manager

Req ID 394081 Personnel Area Lifestyle and Community Services Branch Customer Services Salary Range AUD 115,061 to 124,880 (Remuneration stated is for the full-time positions) Work type Permanent full time Best fit for a professional with a strong delivery and outcomes focus Succeed through collaborating with key stakeholders and develop strong relationships Add value through future business planning and strategy Announcing a unique permanent opportunity for a person with outstanding customer focus to lead a high performing team. Your mission? “ Strategise, develop and deliver a road map to enable Council™s award winning Contact Centre to continue to meet the needs of Council™s customers. About our branch “ Customer Services Customer Services deliver outstanding experiences for our customers. We do this by delivering a range of customer contact channels to residents and businesses of Brisbane and driving a customer focused culture. Our branch consists of Customer Delivery (including our world-class Contact Centre, Business Hotline and Searches and Certificates), Customer Experience, Customer Solutions Operations, Customer Projects and the Branch Manager™s Office. What will I be doing? You will be leading the Customer Projects section. This section delivers a portfolio of projects that support our Contact Centre maintain our world class status. This section includes a Planning team, a Project Delivery team as well as a Reporting team which provides transactional and operational reports for the Contact Centre and customer contact data for the organisation. You will be a member of the Senior Leadership Team and ensure Program 6 “ Customer Service outcomes and services are achieved. You will be the Project Owner for many projects including ICT projects. You will also be responsible for preparing business cases and investment proposals, managing contracts and vendor partnerships and developing road maps and action plans for our customer relationship management and telephony applications. What skills and experience will equip me and the business for success? You will have a strong understanding of local government business cycles, Program planning and budget development processes an understanding of business operations including financial management, human resource management and performance management exceptional stakeholder engagement, negotiation and partnering capability an analytical and critical mind, able to comprehend complex information and brief senior stakeholders on operational, strategic or policy matters demonstrated experience in the role of Project OwnerProgram Director, able to manage a large portfolio of projects experience in managing and implementing business planning and improvement initiatives excellent organisational skills and being able to adapt to changing priorities. Are you? results driven methodical with great attention to detail able to think on your feet and adapt solutions focused confident in briefing senior stakeholders a strong leader able to inspire others a confident negotiator? If this resonates with you, this is a genuinely great opportunity to join a collaborative and customer focused organization and make a real difference for the residents and customers of Brisbane. How to apply Click on the Apply button below to complete your online application. Please upload your current resume and covering letter (of no more than one page) that demonstrates how you meet the requirements of this role. Position description CLICK HERE (Use OneDrive login and CLICK HERE hyperlink) “ NB. Right click on link and copy shortcut into a new browser for example, Chrome. Information kit CLICK HERE For more information Please phone Glenn 07 3403 5507 Closing Date Thursday 7th September 11.55pm AEST Brisbane City Council is a multi-award winning accessible and inclusive workplace. Council was awarded the 2016 Employer of Year at the National Disability Awards.

location Queensland Performing Arts Centre, Grey St, South Brisbane QLD 4101, Australia


Call Centre Manager | St Leonards

About HCF HCF is Australias largest not-for-profit private health insurer. With the adoption of our 2020 Strategy, our vision is to make health care understandable, affordable, high quality and customer centric. We are proud to be home to 1300 employees at our head office location in Sydney, our Australian call centres and our growing network of branches and dental centres across the country. With over 85 years of heritage in Australia, we™re committed to investing in the health and happiness of both our members and our people. About the Role Reporting to the Head of Call Centre Operations, the Centre Manager is responsible for managing, leading and motivating the HCF Group with the aim of achieving key sales and service targets across the HCF membership base. Key responsibilities of the role are as follows Provide strong, positive leadership to enhance business opportunities within the HCF Group teams and other channels Achieve agreed KPIs and improvement objectives for unit Participate in or lead projects as required Plan, control and monitor customer service and sales standards and procedures Manage and develop your leadership team to ensure performance meets individual and business objectives Ensure that expense- to- revenue ratios are maintained at budgeted levels Develop and implement strategies to develop new business objectives, cross-sell to existing members, retain membership and improve customer service standards within the Call Centre Ensure the business unit complies with all relevant regulatory and legal requirements The successful applicant will have Minimum 3+ years experience in a call centre management role or similar Excellent people management skills and a positive, hands-on attitude Demonstrated strong interpersonal skills consistently display role model behaviour for all staff at all levels Track record of engaging staff and managing change Demonstrated strategic thinking Demonstrated commitment to delivering first-class customer service Proven high level of organisational ability and time management Proven analytical and problem solving ability Ability and desire to learn and develop others Knowledge of the Health Insurance Industry, related rules and regulations (or the ability to develop this knowledge within a short timeframe) Demonstrated energy, initiative and versatility Demonstrated understanding of sales concepts and processes Benefits Culture In addition to the salary offered, HCF have a number of employee benefits including Discounts on health insurance and other insurances Family and friends day Study leave Parental leave scheme Developmental opportunities Comprehensive training and ongoing support We believe in developing our people to assist in driving continuous improvement within the organisation. At the same time we are dedicated to creating a working culture where staff members can flourish. We work hard to ensure that all our positions are challenging and rewarding, where you can utilise and further develop your skills to truly make a difference. If you think you have what it takes to join HCF, apply now

location Sydney NSW 2065, Australia


Contact Centre Team Leader

Link Group is the largest provider of services in Australia™s superannuation fund administrations industry, which services the fourth largest pension pool in world based on funds under management. We put the customer first in everything we do Come join a company with global reach where you can be the difference. We value integrity with a commitment to building your career as well as encouraging a social and environment conscience At Link Group our secret to success is our people - having the right people, with the right attitude in the right roles Due to internal movements we currently have a great opportunity for a Team Leader to join our Contact Centre in our Melbourne office. The Purpose of the role As the Team Leader, reporting directly to the Contact Centre Manager, you will lead a team of 10 “ 15 Customer Service Consultants ensuring the best possible service is provided to every member, on every call. The success of a great Customer Service team is built on the quality of their Team Leader The Team Leader key responsibilities include but are not limited to Lead a team of 10 “ 15 fund consultants Manage workflow to ensure that service standards are met or exceeded Assist with enquiries and escalations when needed Mentor and coach each team member, ensuring they have the right tools to be the best they can be Develop your team members and support them with career growth and opportunities Ensure all consultants are familiar and up to date will all legislation and fund changes Be the first point of contact for all questions, issues and enquiries Continuously monitor resource availability so your team can meet client needs Provide assistance in the recruitment process for your area Develop and implement action plans required to meet service standards About you Proven people leadership skills and experience A drive to develop, coach and mentor others Experience managing a large team Ability to inspire and motivate a team Previous experience managing behavioural issues Superannuation Insurance experience ideal but not essential Ability to communicate at all levels and tailor your style to suit various audiences Strong organisational and planning skills Operational experience an advantage The ideal candidate will be an adaptable and flexible individual who welcomes any form of change and is able to support the team through anything You will be positive, motivated and passionate about customer service and delivering best outcomes and you will have the ability to pass this on to your team members. We are interviewing now and this great opportunity is available when you are At Link Group we are proud of our diverse and inclusive workforce and we are committed to providing equal employment opportunities to all candidates. Link Group runs a successful and evolving national Corporate Social Responsibility program. Join us in helping those disadvantaged (physically or financially), needing assistance with education, addressing health concerns affecting our society, advancing our Indigenous Australians and migrants and securing our environmental future. Together, we can make positive change locally and internationally. Applications will only be accepted from candidates that have the appropriate rights to work permanently in Australia. Successful applicants will be required to complete background screening prior to commencement of employment.

location Melbourne VIC 3000, Australia


Team Leader

Job Summary We have a Rewarding and Exciting Team Leader position available within Concentrix. The Team Leader in our Delivery Centre is responsible for supervising, motivating and leading a team of Customer Service Advisors, providing day to day operational and administrative support to achieve performance targets. For the right person, it will be the challenge that you have been waiting for. Duties Tasks Act as the first level of escalations and resolve all people issues within the team through regular feedback, One-to-One coaching sessions Team MeetingsCalibrations Manage team performance and responsible for the overall development of the team Institute creative innovative Rewards Recognition activities for enhancing team performance and motivation foster career advancement of the team members within the project or lateral movement. Responsible for managing people metrics within the team e.g. attrition, absenteeism, schedule adherence etc. Handle escalated customer calls and guideassist the agents in the use of customer service tools. Responsible for daily, weekly, monthly reporting to Clients as per their requirement. Train, coach and develop team members to achieve performance targets and reach their potential. Conduct call evaluations for team members as required by the account. Conduct call monitoring and provide feedback to agents. Preferred Skills and Experience Ability to present complex data in a simple manner for reporting and presentation purposes. Excellent record of KPIs from the previous roles Coaching or Leadership Experience ideally 12 months or greater. Effective formal and informal communication. Initiative and proven problem-solving ability. Demonstrated decision making experience. Ability to prioritise and action tasks concurrently. Proven customer service skills within a business environment. Demonstrated flexibility in a changing work environment. Ability to work in a diverse work environment. Ability to maintain composure under pressure. Ability to balance Concentrix requirements and clients expectations. Preferred candidates will ideally possess a Bachelors Degree, any field. Demonstrated experience in successfully leading a team of 15 to 20 team members to ensure all key SLAs and metrics are successfully achieved Other Requirements Domestic and international travel may be required Location This role is based at the Concentrix Delivery Centre in Ballarat, Victoria. Start Date Mid-September, 2018 As part of the recruitment process you may need to complete Background Police Checks as well as Online Tests. Applicants must be at least 18 years of age, eligible to work in Australia andor have a work permit for more than 12 months. Applications must be received by 5pm Friday 24 August 2018.

location Invermay Park VIC, Australia


Account Manager

Position Vacant Account Manager - Collections About illion At illion, we are focused on bringing data + analytics to life. The world of algorithms and data is constantly expanding and data + analytics are at the crux of the value we seek to provide to our customers. Our business is transforming and growing with the aim to explore new opportunities in order to deliver meaningful solutions. Our people are integral to our mission of developing and building our already strong service and product offering in the market and we are always seeking innovative and forward-thinking individuals to join us on our journey to drive this ambition. A fantastic opportunity has become available to work within our Collections space as an Account Manager overseeing a portfolio of assigned customers to maintain and grow business revenue. In this role you will be responsible for developing strong relationships with customers, connecting with key business stakeholders and liaising with internal teams to improve the overall experience for our customers. As a Account Manager you will also be required to Operate as the lead point of contact for any matters specific to your accounts Build and maintain strong, long-lasting customer relationships and understand client needs Create strategic account objectives and engage relevant areas to support and implement change Clearly communicate the progress of monthlyquarterly results and initiatives to clients and internal stakeholders Collaborate with the sales team to identify and grow opportunities for growth with our existing customers Grow revenue on existing customers through exceeding benchmarks and increasing referrals Success Factors To be successful in this role you must have a practical and logical approach to your work and be a natural influencer. You must also have Debt collections experience is essential Demonstrated experience in client relationship management Strong analytical skills, the ability to identify trends and devise solutions Ability to work and achieve revenue targets in a strategic manner Previous experience in a high volume credit environment (or similar) will be highly considered To apply, please click Apply Now button and we will be in touch shortly. To be considered for this position, you must be an AustralianNZ Citizen or have a Permanent Residency visa.

location Queensland Performing Arts Centre, Grey St, South Brisbane QLD 4101, Australia


Workforce Planning Analyst

Your new company Bank First, formerly Victoria Teachers Mutual Bank, is a customer owned bank that exists for the sole purpose of providing better banking experiences for customers not to serve shareholders. Due to growth in the department, we are expanding our workforce planning team to ensure our new and existing customers continue to receive the expected level of service. Your new role The Workforce Planning Analyst will work closely with all frontline team leaders across sales and service departments, to ensure the correct level of skilled consultants are available to assist customers in a timely and accurate manner. The role involves strong analytical and problem solving skills using large volumes of data, strong stakeholder management skills and a desire to improve internal processes and priorities to provide an outstanding customer experience through our call centre. Hours of work are 10am-6pm Monday to Friday. What you will need to succeed An ability to build and maintain positive working relationships with a number of different stakeholders, a sound understanding of contact centre drivers, statistics and systems and a willingness to take ownership and accountability of work. You will also be able to demonstrate the following skills and attributes 2+ years of experience in forecasting, scheduling and real time management in a complex, multi-channel, multi-skill, inbound and outbound blended contact centre. Experience using workforce planning management tools, preferably Verint and Avaya. Resilience and patience to work under pressure and communicate positively and effectively Ability to meet objectives and KPIs while working to deadlines and managing priorities What you will get in return In return you will enjoy a friendly and supportive team based working environment and a range of benefits including flexible, progressive employment conditions and opportunities that enable you to grow within the organisation. What you need to do now Written applications, along with a current CV and cover letter addressing the above criteria can be sent to jobsbankfirst.com.au Applications close Friday 7 September

location Victoria Rd, Hawthorn East VIC 3123, Australia


Appointment Setters Wanted

About the Company Based in Molendinar in a bright and brand new office we have a unique therapeutic model that has and continues to change peoples lives every single day. We are a family owned company that has been growing for over 14 years and we are in the middle of a major national expansion. We are currently seeking appointment setters to join our expanding outbound team. Desirable applicants Be outgoing, motivated and have a can do attitude Be a team player Previous appointment setting experience is preferred Intermediate computer skills Motivation to achieve results Whats we can offer you? Achievable OTE 50,000 - 80,000+. Weekly and Monthly bonuses. Daily cash incentives. Ongoing training and support. Opportunity for personal development and growth within the company. NO WEEKEND WORK This is a really positive and enthusiastic environment to work in, if this sounds like the position for you APPLY NOW.

location Gold Coast QLD 4214, Australia


Retention Team Leader

We are currently looking for a Retention Team Leader to join our Retention team based out of our Newcastle contact centre. This full time opportunity is pivotal in ensuring nib™s ongoing commitment to deliver outstanding customer experience by providing leadership, coaching and performance development for front-line Retention Consultants. Your expertise and guidance will enable effective delivery of best-in-class customer experience via service and value-add solutions which are linked to the strategic goals of the Contact Centre and nib. What you will do. Leveraging off your natural leadership ability and communication skills, along with a genuine passion for the personal development of others, you will engage and motivate teams to deliver results and achieve targets. With the customer experience at the forefront of everything we do, this is a unique opportunity to identify continuous improvement initiatives and help shape the delivery of customer experience, by Facilitating performance planning, reviews and development plans for all team members Analysing Team Performance as a whole and motivate team to achieve key performance objectives Developing team members through effective planned and real time coaching, the provision of constructive feedback, counselling and recognition Setting regular SMART goals in line with performance objectives Challenging the status quo and identify opportunities for continuous improvement in line with the business strategic plan, customer plan and values Actively participate in the use of virtual communication tools Utilising sound problem solving and decision making skills manage escalated customer enquiries Ensuring Contact Centre systems and tools including telephony and workforce planning are used to optimise performance and management of team Why it™s worth it There are BIG things happening at nib and we want you to join in and be part of our organisation that is not just about providing our customers with affordable health care when and where needed- we want to do more and we are. Due to our continued growth and exciting initiatives, we need more talent to join us on our mission. This is a great opportunity to join an industry leading organisation, offering lots of exciting changes and great growth opportunities. You will have the ability to make an impact within the business and have some great involvement in nib™s growth ambitions, new initiatives and our future growth agenda. Interested to join our team? If you are passionate about contributing to your teams™ success and are interested in making an impact to overall business success, this is the role for you Submit your interest by submitting your resume and a cover letter telling us a little more about you. nib is an EEO employer and promotes diversity in the work place.

location Hunter St, Newcastle NSW, Australia


Digital Service Team Leader

We are currently looking for a Digital Service Team Leader to join our Digital team based out of our Newcastle contact centre. The Digital Service Team Leader provides leadership, coaching and performance development for a team of Customer Service Consultants to enable the effective delivery of best-in-class customer experience via service and value-add solutions which are linked to the strategic goals of the Contact Centre and nib. The Digital Service Team Leader will promote the adoption of digital assisted service, maintaining quality standard by delivering on customer moment of truth, improve and reduce the cost of routine transactions, remove failure demand and improve customer satisfaction. This position will ensure exceptional customer service in all digital Contact Centre interactions including email, chatvoice bots and social media. What you will do. Leveraging off your natural leadership ability and communication skills, along with a genuine passion for the personal development of others, you will engage and motivate teams to deliver results and achieve targets. With the customer experience at the forefront of everything we do, this is a unique opportunity to identify continuous improvement initiatives and help shape the delivery of customer experience, by Facilitating performance planning, reviews and development plans for all team members Analysing Team Performance as a whole and motivate team to achieve key performance objectives Developing team members through effective planned and real time coaching, the provision of constructive feedback, counselling and recognition Setting regular SMART goals in line with performance objectives Ensure a high standard of service for all digital correspondence including email, website enquiries, social media, webchat, chatvoice bot interactions Understand drivers of digital enquiries and actively work to reduce volume by addressing the root cause and or implement a digital solution Work with the Customer Service Manager to identify improvements to current digital applications and ways to automate and simplify key tasks that will enhance the customer experience, reduce failure demand and reduce operating expenses Why it™s worth it There are BIG things happening at nib and we want you to join in and be part of our organisation that is not just about providing our customers with affordable health care when and where needed- we want to do more and we are. Due to our continued growth and exciting initiatives, we need more talent to join us on our mission. This is a great opportunity to join an industry leading organisation, offering lots of exciting changes and great growth opportunities. You will have the ability to make an impact within the business and have some great involvement in nib™s growth ambitions, new initiatives and our future growth agenda. Interested to join our team? If you are passionate about contributing to your teams™ success and are interested in making an impact to overall business success, this is the role for you Submit your interest by submitting your resume and a cover letter telling us a little more about you. nib is an EEO employer and promotes diversity in the work place.

location Hunter St, Newcastle NSW, Australia


Telesales (Outbound) - business to business

OTE 80,000 + Full time 37.5 hoursweek North Adelaide Base 62,500 (+ super) + commission (uncapped) Full time position Great work conditions B2B calling to professional customers Innovative national company Head-office Adelaide, South Australia. ----------------------------------------------- Primarily, contacting existing software users and renewing their annual subscription. ----------------------------------------------- This is an excellent opportunity to join a great Adelaide company that is going places AND to earn good money. If you are a seasoned telephone sales person with drive, enthusiasm and enjoys the thrill of the chase - this job is for you. ABOUT REDSTACK Redstack is a leading provider of design software and systems offering end-to-end solutions to enable design professionals (architects and engineers) to draw-up designs and specifications for houses, commercial buildings, bridges, dams, electrical circuits, products and machinery. With over 20 years of Australian experience, Redstack provides expertise, training and support to assist companies to realise the full potential of their design and engineering environments. THE ROLE Redstack is seeking an experienced outbound telemarketing inside sales professional to work alongside their sales team to contact existing customers to... Encourage people to renew their software licenses online through our e-Store or over the phone transaction. Identify other sales opportunities for Redstacks extensive range of design tools, hardware and training. You will be contacting existing customers and sales leads in the engineering, architectural, and manufacturing industries. Complete training, guidance and mentoring will be provided to enable you to fully succeed in this important role. We will teach you everything you need to know about our products and services and help you settle into the role. LIVE CHAT An important source of sales leads, our Live Chat feature on our website enables potential customers to talk to Redstack to find out more about Redstack products and services. Part of your role is to be the person on our end who answers live chat queries and directs them to our e-Store to close the sale. INTERESTING WORK This position is more than just telephone sales as it sometimes requires desk research to update andor generate call lists. Redstack maintains a large database of sales contacts. The role of the Telesales person is to regularly mine the database, add new information to improve its quality, and to identify sales opportunities. However, the online database is not your only source of leads, as your understanding of the ideal sales prospect grows, you will be motivated to do your own online searching to identify new prospects. The incentive scheme is appropriately structured to provide more reward for high achievers. THE IDEAL CANDIDATE The person most likely to succeed in this position will have the following attributes... We are looking for people with high productivity levels and hungry for commission Before applying, ensure that you understand that we are looking for proven performers. You get paid 10 commission on the GP from what you sell - and there is no limit We expect you to make an additional 2,500 per month as a minimum. Key requirements... Minimum 2 years OUTBOUND telephone sales experience Proven track record in telephone sales (i.e. achieved results) High levels of call productivity Ability to hit sales targets and generate commission Self-motivated, high levels of energy Great telephone manner and ability to build rapport with the customer Clear speaking voice Proven track record closing sales over the telephone Excellent training and support will be provided. WORK ENVIRONMENT Head office in North Adelaide on OConnell Street. Redstack offers an excellent energetic team office environment and you will be working in close proximity with a range of committed professionals who work to deliver products, provide training seminars, and develop supporting IT solutions. Career advancement potential Redstack is always looking for people who have the potential to grow and develop. Career progression includes moving up to higher-paying sales roles where our top performers achieve well over 100k annual remuneration. When Redstack identify potential they are always keen to promote from within. APPLYING We encourage you to do more than submit your standard resume. It always impresses us when candidates show they have read and understood the position and have tailored their application by addressing our key requirements listed in the above job advertisement. Sell yourself CALL JUSTIN WEARNE on 0414 744 481 Submit your application using SEEK (see below)

location Melbourne St, North Adelaide SA 5006, Australia


Customer Experience Manager

Are you a passionate and considered a leader in customer service, up to the challenge of guiding a multi-disciplinary team across our customer experience centre and customer facing front counter teams? We are seeking a passionate, dynamic, motivated, and career-minded leader with a genuine focus on customers, who will make a significant contribution to the organisation™s ongoing success, and optimise the customer service experience across the organisation. As the Customer Experience Manager, you will be instrumental in the ongoing success of our customer experience centre plus the management of our customer service desk currently located at the Civic Centre in Penrith and additional Library facilities at St Mary™s. It™s important that our values resonate with you “ Respect, Accountability and Innovation. They are at the heart of everything we do at Penrith City Council. You will lead your new team with these values at front of mind, and embed your passion and drive into our organisation. So what are you waiting for? This position is available to commence immediately on a permanent full-time basis. Our team is ready “ are you? Essential Criteria A tertiary qualification in BusinessManagement or a customer experience related field such as hospitality, marketing or events Demonstrated inbound contact centre and people management experience Extensive experience in developing and implementing customer service strategies Extensive experience in customer functions, particularly in journey mapping, the development of human centred design and the development of a multi-skilled team Collaborate and work with key stakeholders to implement, review and revise our customer focused strategy Commitment to continuous improvement and the ability to develop innovative and creative solutions that build team engagement and add value to the organisation and its customers Demonstrated ability to meet time constraints, work under pressure and achieve results Demonstrated ability to lead, develop and motivate staff and ensure the desired level of service is provided to customers Demonstrated ability to manage change Desirable Criteria Experience working with customer driven data to ensure alignment with strategy Experience in local government, the public sector or a large, diverse organisation The position is located in the Penrith Civic Centre, adjacent to a major shopping centre and close to the railway station. We offer our staff highly competitive benefits such as flexible working conditions, access to Council™s paid maternity leave, 15 days sick leave, Long Service Leave after 5 years, diverse salary packaging options and internal training and networking opportunities, including education and study assistance. Commencing Salary 160,300 “ 183,800 per annum inclusive of superannuation and vehicle allowance. To view the position description and submit your application, apply using the link below. Intending applicants are required to submit a cover letter and resume before 11.55pm on the closing date. In addition, applicants are required to provide comprehensive responses to the selection criteria. Applicants who do not meet the essential criteria will not be considered. Alternatively, for further information about the position please contact Sandy Davies on 4732 8210. Council practices EEO and WHS principles.

location South Penrith NSW 2750, Australia