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Contact Centre Manager
VIC, Doncaster/Eastern suburbs - Melbourne 3000

Contact Centre Consultant

VIC, Doncaster/Eastern suburbs - Melbourne 3000

 

 

Belgravia Leisure specialise and provide management services in health clubs, wellness and spa, accommodation, golf, aquatic and sporting venues across Australia and New Zealand. We are also proud to partner with 40+ Local Government and State Government authorities.

Due to ongoing growth, we are looking to appoint a Full Time - Contact Centre Manager who will be responsible for leading a group of 15+ employees at our contact centre head office located in the heart of Doncaster.

We are looking for a self-starter who values empowering other team members to do the same. Someone who has a positive, ambitious approach to their work and can see the bigger picture in terms of how their contribution matters. Our passionate people are our greatest assets and you will play a crucial part in leading our contact centre team to deliver memorable experiences to thousands of guests on the other side of the phone and screen.

If you follow the same principles and this sound like you - this is the place to be.

The Role

  • Hiring, training, coaching, and leading call centre employees as they provide support for guests across our leisure, wellness and other networks
  • Assisting team members establishing call centre goals and identifying trends
  • Ensuring staff members are achieving service levels agreements and taking corrective action as needed
  • Preparing reports and analysing call centre data to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction
  • Conduct staff performance reviews, assess needs, cost/benefit analysis and other operational strategy measures. 

Requirements

  • Call Centre Manager/ Contact Centre Manager (1+ Year Experience)
  • Ability to multitask and remain calm under pressure
  • Exceptional customer service, problem-solving, verbal and written communication, and conflict resolution skills
  • An innovative forward-thinker who encourages change
  • Knowledge of management principles and familiarity with company products and services
  • Strong coaching and leadership skills, ability to motivate employees
  • Decisiveness and attention to detail
  • Comfortable with the necessary technology, including computers, software applications, phone systems, etc
  • Level 2 First Aid
  • Current CPR
  • Working with Children's Check (Employee status)
  • National Police check upon on-boarding

Benefits

  • Competitive Salary
  • Flexible Work Arrangements
  • Free Gym Membership
  • Employee Benefits Program
  • Play a key role in the formation and growth of our contact centre expansion
  • Be part of an innovative and friendly team environment who like to get things done
  • Ongoing training and career development.

 

Belgravia Leisure is an equal opportunity employer and encourages applications from suitably qualified and diverse candidates to apply. We provide a welcoming, safe and flexible approach to work and provide an environment that benefits from and enables the best from everyone.

 

For further information about the role please contact Terry Terzioski at [email protected].

Please submit your application by 15th October, 2021

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