Scott Doyle Email & Phone Number

Macquarie Park, Nsw, Au

Consumer Sales Direct Call Centre Manager Responsible for the complete management of an outbound and inbound sales centre which includes the day to day operational management of staff to set product targets as well as the strategic development of the centre and its staff.Provide leadership and foster an environment which facilitates the delivery of sales targets and KPI’s in line with organisational and divisional strategy and targets.Achieve key KPI’s through others, strong people management skills are an essential requirement of the role. (Eg Communication, interpersonal, change management, coaching, leading skills etc). Balancing the needs of the business, our customers and our staff within this role.

Macquarie Park, Nsw, Au

Job Summary:To manage the day to day running of the call centre, to support and directly lead 16 Team Leader’s and indirectly lead 190 FTE in driving strong culture, delivering strong customer experience and exceeding business goals.The General Billing & Enquiries Centre Manager is part of a National team providing frontline support to the Consumer customer base. With the Optus values, Leadership Behaviours & Customer United Service Promise as their foundation the Centre Manager provides leadership & support to their Team Leaders to foster & maintain a superior customer service function, while creating an environment which facilitates the delivery of targets & KPIs in line with organisational & divisional strategy. The role involves routinely undertaking reviews on the teams operation to ensure perpetual best practice & continuous improvement. A strong focus on team & individual development is essential, as is the need to keep the centre current across all required products, packages & systems & create a positive & energised work culture. Responsibilities include recruitment to headcount forecasts & budgets & provide ongoing support to their National Manager in a number of capacities.

Diploma Frontline Management

Diploma, Business Management

English, Physical Education, Science, Maths