Contact Centre And Tags Manager
vor 4 Wochen
Working at Transurban is different; it's a place where you can see the benefits of your work play out in real life, every day. We create city-sized solutions—building and operating safer, smarter, and more sustainable roads—to solve pressing transport challenges that are slowing cities down.
About the role
We're seeking a Contact Centre and Tag Manager to lead our outsourced contact centre service delivery and tag management providers. This role is pivotal in ensuring that we deliver outstanding customer experience via our offshore contact centre provider, while continuing to evolve and innovate in a dynamic business environment.
You'll join an innovative team, who constantly champions customer-centric solutions.
As our Contact Centre and Tag Manager you'll contribute to lasting and positive changes that shape the future of our cities and communities. It's meaningful, challenging and exciting work.
Day-to-day, you will:
Maintain operational excellence by ensuring compliance with contract terms and conditions.
Effectively manage incidents, outages, and events that impact contact center performance and tag management volumes.
Manage the adherence to contract terms and conditions in accordance with the Transurban Contract Management framework and regularly monitor the contact centre channel and tag management KPIs.
Oversee and sign-off forecasting and ensure adequate resourcing for contact centre and tag management in accordance with contractual requirements.
Promote and implement effective people management practices, actively build a high performing team and ensure contact centre training, quality, and coaching frameworks meet operational needs.
Demonstrate a continuous improvement mindset by developing policies and identifying changes to contact centre processes that will positively impact our customers and the business.
Establish and maintain strategic working relationships with all key stakeholders and articulate and communicate information effectively to diverse audiences.
This role will suit someone with:
Minimum 5 years' experience managing high-volume call centre operations in similar customer service environments at a senior level.
Demonstrated experience working with an offshore contact centre provider.
Strong experience in commercial contract management, particularly the monitoring of service levels and dispute resolution.
Strong supplier relationship-management skills and extensive financial analysis, budget management, and reporting experience.
Experience working in both Australia and The Philippines' contact centres (or in other international geographies) will be highly regarded.
Demonstrated experience in leading, developing, and managing the performance of teams and well-developed coaching skills.
Ability to think bigger, look for better solutions and ways of working and a passion for driving continuous improvement.
Strong communication and influencing skills, as your ability to engage and build relationships with internal and external stakeholders will be critical to your success.
You're great at details and can make sure our Compliance and Internal Audit tasks are done on time.
If you meet some of these requirements, but not all, we encourage you to submit your application.
With a career at Transurban, you'll enjoy a range of benefits, including:
A range of flexible working and leave options, including the option to purchase an additional six weeks of leave each year.
16 weeks paid parental leave (regardless of gender or carer status), with no waiting period, with Superannuation paid during unpaid leave as well.
Learning and development opportunities to support your career interests.
Health and wellbeing support—access to Headspace and our EAP program, wellness facilities, and more.
Share offers and insurance benefits.
Social activities, community give-back programs and paid volunteer days.
We offer a range of flexible working and leave options, so you can balance your work and life commitments and interests. Have a conversation with us about how this could work for you.
We embrace diversity with a foundation of safety, wellbeing and inclusion; where everyone belongs. We treat everyone with fairness, consideration and respect, regardless of gender, gender identity, marital or family status, sexual orientation, age, ethnicity, religious beliefs, cultural or socio-economic background, perspective, and experience – whether they work for us or not. We want to ensure everyone feels comfortable and safe to express ideas, questions and concerns.
We strongly encourage applications from candidates of diverse backgrounds and lived experiences, including Aboriginal and Torres Strait Islander people and people living with disability. If you require any adjustments or support during the recruitment process, please contact us on ******.
Ready to help us keep cities moving? Apply today.
Job Type:
Permanent
Closing Date:
06-Nov-2024 0:00
Please note: The closing date reflects the time zone of the Primary Location for this job posting.
Primary Location:
Melbourne CBD & Inner Suburbs Melbourne VIC
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Contact Centre And Tags Manager
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