Contact Centre Manager
Core
Oversee day-to-day activities of the HomeMade contact centre team, ensuring exceptional service delivery and driving continuous improvement for older people self-managing their care.
Role type
Senior IC Contact Centre Manager
Builds
Customer support operations (inbound/outbound calls, email, live chat) for HomeMade's aged care platform
Domain
Aged care / Healthtech
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure
Required skills
Team leadership and coaching, Operations management, Quality assurance, Data analysis and reporting, Process improvement, Escalation management, Technology and systems oversight
Preferred skills
AI integration experience, Aged care funding models knowledge, Change management
Technologies
Zoom, Aircall, Salesforce, Workforce management systems, IVR systems
Responsibilities
Lead and mentor customer service representatives to achieve performance targets, Oversee contact centre operations including calls and live chat, Monitor KPIs and implement corrective actions, Establish and monitor quality assurance scorecards, Generate and analyse performance reports, Oversee implementation and maintenance of contact centre technologies
Seniority
Senior, hands-on IC