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Customer Service Operations Manager

Job Title: Customer Service Operations Manager
Contract Type: Contract
Location: Alexandria, New South Wales
Industry:
Salary: Superannuation
Reference: JO-1807-89911_1531872104
Contact Name: Helen Katsoudas
Contact Email: helen.katsoudas@davidsonwp.com
Job Published: July 18, 2018 10:01

Job Description

Due to continued growth, this prestige and well recognised brand, located in the outskirts of Sydney CBD, are seeking the expertise of an experienced Contact Centre Operations Manager to lead, direct and support our existing team. This is an initial 6 month contract assignment required a seasoned and professional Contact Centre expert who can add value in terms of process , review, implementation and improvements of current structure, process an systems.

Main requirements:

  • Establish business unit KPIs

Review and realign activities of Aftersales team

  • Manage Inbound/Outbound Booking performance
  • Measure / monitor staff productivity
  • Introduce phone monitoring system
  • Specifications for on-line booking screen
  • Liaise with Online Management System provider on development
  • Introduce to business / customers
  • Customer & marketing campaigns
  • Trade customer and upsell promotions and offers
  • Review Tender Management process
  • Business Relocation Planning to new site


To be successful in the role you will posses:

  • 5-10 years Call Centre Operations exposure/experience
  • Staff Management experience
  • Understanding of Service and Parts Operations
  • Marketing experience
  • Experience with the Automotive or Prestige Brand industries


If you are seeking to use your Contact Centre knowledge and expertise and add value to the process within a prestige brand environment, we would love to hear from you !!!