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| POSITION DESCRIPTION | AUSTRALIAN GENERAL INDUSTRY NOVEMBER 2008 |
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Call Centre Manager |
| Position Code: | 1765 | | Career Level: | 4 |
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Responsible for
Managing Call Centre teams to ensure efficient service to customers and advisers via telephone and correspondence inquiries. |
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Reports To
General Manager, Customer Service or State Manager. |
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Supervises
Call Centre Team Leaders and Officers. |
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Main Activities
Operating and developing the Call Centre and offering service delivery to meet the needs of customers.
Managing the daily operation of the Call Centre to ensure service delivery standards are met and maintained in line with company defined objectives.
Ensuring customer complaints are actioned and resolved as per Customer Service guidelines.
Understanding the regulatory, fair trading and competition rules relating to the role enough to be able to comply with them. Seeking Specialist support where appropriate.
Actively supporting company policy and best practice in the area of security, with particular emphasis of protection of sensitive customer information.
Analysing performance, highlighting problem areas and identifying improvement actions.
Driving improvement projects to improve performance against targets.
Undertaking regular one-to-one meetings, team meetings (where feasible), training and counselling sessions for all direct reports.
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Key Skills
Ability to train, motivate and provide feedback to staff in a team environment.
Negotiation, facilitation and communication skills.
Planning and organisational skills.
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Internal Contacts
Senior Management. |
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External Contacts
Clients. |
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Typical Experience
Usually at least 10 years of industry experience. |
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