Concentrix is a recognised global leader in providing innovative contact centre services and technology. Concentrix partners with clients to support their strategies and provide solutions that maximise high-value interactions at every stage of the customer's life cycle.
You will work hand in hand with our client and the Account Executive to put in place strategies to ensure that the call centre meets its targets in delivering excellence.
You will also be responsible for supervising, coaching, motivating and leading a team by providing day to day operational and administrative support to achieve performance targets.
To be successful in this role, you will need :
Previous call centre management experience is essential
Demonstrated leadership qualities that inspire and motivate staff
Excellent communication and negotiation skills
Professional work manner and one that facilitates an environment where all staff can reach their full potential
Strong ability to build trust and success within our client partnership
Knowledge of call centre technologies and project management methodologies
Ability to build and maintain good working relationships
Ability to analyse data and present key findings
Previous experience with omni channel or digital services
Key tasks / activities :
Provide Leadership that motivates teams to achieve performance targets
Assist the Leadership group in any training, recruitment or induction requirements
Ensure Leadership and Agents are meeting quality metrics
Manage Agent behaviours and performance plans if required
Be an open communicator with an approachable management style
Have frequent communication with the client leadership team
Support the Workforce Management, Reporting, Training & Quality teams in delivering outcomes for the client
Additional Requirements :
You will be required to successfully complete and pass a Credit Check
Experience in the financial industry is desirable but not essential
Location : Albany North Shore
Background Checks : As part of the recruitment process you will need to successfully complete police, reference & pre-employment checks.