Contact Centre Manager
Core
Oversee the day-to-day activities of the HomeMade contact centre team, ensuring exceptional service delivery and driving continuous improvement initiatives for older people self-managing their care.
Role type
Senior IC Contact Centre Manager
Builds
Customer support operations for an aged care platform enabling older people to self-manage service providers
Domain
Aged care / Healthtech
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure | physical/clinical work
Required skills
Team leadership and coaching, Workforce management, Contact centre operations management, Quality assurance and audit, Data analysis and reporting, Process improvement, Escalation management, Technology and system oversight
Preferred skills
Familiarity with aged care funding models and Aged Care Quality Standards, AI integration experience
Technologies
Zoom, Aircall, Salesforce, Workforce management systems, AI tools
Responsibilities
Lead, mentor and motivate a team of customer service representatives to achieve performance targets. Oversee all aspects of contact centre operations including inbound/outbound calls, email, and live chat. Establish and monitor quality assurance scorecards through call monitoring and audits. Generate and analyse reports on contact centre performance to inform strategic decision-making. Act as the point of escalation for Team Leaders in resolving customer complaints. Oversee the implementation and maintenance of contact centre technologies and systems.
Seniority
Senior, hands-on IC