Contact Centre Manager

Contact Centre Manager

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Serco supports governments around the world in the delivery of essential public services, including Citizen Services, Facilities Management, Defence, Health, Immigration, Justice and Transport. With more than 30 years’ experience delivering essential services on behalf of their public sector customers, they employ more than 16,000 people across Australia, New Zealand and Hong Kong.

Here in Ballarat, Serco manage the Victoria Police Assistance Line. The Ballarat contact centre operates 24/7 and is a multi-channel contact centre, managing predominately inbound calls along with minimal outbound calls as well as a web-based online portal. Managing approx. 50,000 calls per month and growing, the centre employs approx. 160 call takers across multiple floors of our dedicated site.

Due to the continued success and growth of the Ballarat Contact Centre, a newly created position of Contact Centre Manager has been created to provide vital leadership and management in the operational management of the centre and accountability for the client contractual obligations. With 13 Team Leaders as direct reports and reporting to the Contract Manager, a key focus of the role will be driving people and performance strategies to foster team engagement and a positive workplace culture.

Key areas of responsibility will include:

  • Culture; creating a performance culture underpinned by Serco’s values
  • Client Management; understanding the clients business needs and drivers and facilitating resolutions, contract management
  • Operational Performance; understanding and achieving contact centre metrics, resource planning for maximum utilisation and developing and executing operational plans
  • People Management; leading and managing a high performing team, conducting performance reviews, coaching, mentoring and developing team members, providing feedback
  • Financial management; create budgets, manage performance against budget, financial reporting and analysis
  • Continuous Improvement; lead change management initiatives, understand emerging trends, identify and develop continuous improvement initiatives to deliver an improved client and customer experience

To be considered for this opportunity, you must be able to demonstrate:

  • Strong leadership skills with experience in driving business performance
  • A proven background in leading and managing a diverse workforce including expertise in leading change management and culture initiatives
  • Exceptional commercial acumen, experience in managing contracts and delivering results
  • Previous experience in developing and operationally delivering an improved customer experience strategy
  • Experience within a Contact Centre is preferable but not essential

Why join Serco:
While you’ll be based in Ballarat, you’ll be part of a large operation where you will be presented with opportunities to do a raft of things. Contributing to the community, helping the citizens of Victoria and knowing that you are making a difference is what will provide you with the greatest job satisfaction in this role. Serco are innovative and tech focused and this will be your opportunity to put your mark on growing a key client contract. You’ll work with an innovative and forward thinking management team and you’ll be rewarded with a highly competitive salary.

Inspired? For further information, contact Ange Connor on 0407 833 152.

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