SMAART Recruitment is thrilled to partner with SA’s largest VET organisation. Our client is dedicated to offering high-quality services that cater to a diverse student and customer base in a collaborative and supported Customer First environment.
This is a fantastic opportunity for an experienced Contact Centre leader to mentor and coach a team of around 15 phone-based Customer Service professionals. You will leading a diverse team slightly north of the CBD who are responsible for the delivery of an exceptional student experience for all inbound enquiries via phone, email and webchat.
The successful candidate will be pivotal in promoting a student-centric culture, driving continuous improvement, and supporting various business support functions including the implementation of some exciting new technology into the centre.
Responsibilities:
- Provide daily leadership and support of the student experience team providing mentorship, being an escalation point, and providing ongoing support and coaching.
- Manage performance and results, ensuring daily operations align with business objectives.
- Drive continuous improvement initiatives for business growth and diversity.
- Collaborate with internal stakeholders on training and development, workload planning, and recruitment.
- Uphold standards of compliance with health and safety policies and overall business standards.
- Building strong relationships across other business units and functions that contribute alignment on wider business objectives.
- Competitive remuneration package of 85K-$95K + super.
- Flexible working hours between 8am and 5pm to suit your work-life balance needs.
- Work from home flexibility in line with business requirements.
- Full time, 12 month fixed-term contract with the opportunity to extend and gain ongoing employment.
- Career development within the SA government.
- Support from an experienced leadership team who are passionate about the organisation and your employment.
- Career development opportunities within the wider organisation and SA government.
- Variety in your role, leading a diverse team where no two days will be the same.
- Free on-site parking.
- Proven experience in providing strong leadership within a Contact Centre or Team Administration environment is essential for this position.
- You must hold a current and satisfactory Working with Children Check and National Police Clearance.
- Ability to lead teams through change and transformation managing continuous improvement.
- You will have highly developed interpersonal skills both written and verbal.
SMAART Recruitment, a specialist Contact Centre agency, is dedicated to connecting talented individuals with their dream careers.
