Opteon is an international provider of valuations, advisory and specialist property services in the Australian and New Zealand market. Recognised as the largest valuation professional services firm in these regions, we deliver meaningful solutions for our clients across all property types and market sectors. We are experiencing an exciting period of growth and change, positioning the company as one of the most prominent property services providers. Our future growth strategy is for organic growth, diversification and international expansion.
About the Role
Reporting to the General Manager – Operations, the Contact Centre Manager leads inbound, outbound and back office teams responsible for progressing client driven property valuation requests while also providing support for Valuers responsible for completing these valuations. The Contact Centre Manager will provide leadership to their Team Leader direct reports and to the 60+ FTE based in the Geelong Contact Centre.
Work collaboratively with key Opteon Assist stakeholders to ensure that the Geelong Contact Centre, and the Opteon Assist function, achieves all operational and client facing goals
Provide leadership to the Contact Centre team in Geelong and will play an active role in the personal development of their teams
Develop and deliver on plans to ensure strong operational foundations are deployed within the Contact Centre
Identify optimisation opportunities and develop plans to implement these improvements
Ensure an engaged workforce with a focus on coaching, communication, fun and inclusion
Identification of talent and creation of succession plans for direct reports
KPI setting for Team Leaders and agents
Conducting performance reviews with direct reports
3+ years experience in a senior leadership role in a Contact Centre environment
Proven track record as a successful people leader.
Demonstrated understanding of contact centre operational foundations – business processes, workforce management, training, quality, coaching, team engagement, performance management, performance metrics and reward and recognition.
Demonstrated experience in optimising Contact Centre operational performance
Sound knowledge of core Contact Centre software.
What we offer
In a massive growth stage – meaning opportunities for progression
Flexible working available
Working from home
People orientated company, be part of a fun, dynamic team
How to apply
This is an exciting time to be joining Opteon and be part of our growing success. Please apply for this position by submitting your application online including resume and cover letter or alternatively send your resume to Jessica Walker at firstname.lastname@example.org.
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