What is the Role?Feros Central is Feros Care’s national contact centre and is responsible for client acquisition, client experience and retention. It holds operational responsibility for ongoing service delivery management in terms of client requests and Feros staff/subcontractor rostering.The key purpose of this role is to develop and deliver on Feros Central’s Strategic and Operational plan with the goal of making Feros Care the provider delivering the best client experience in Australia. You will lead a team of managers running day to day operations across Sales, Customer Experience and Rostering. Some of your key responsibilities will include:Developing strategies to meet client demand/expectation and deliver sustainable contact centre practices within budgetManaging workforce planning practices for the contact centre to ensure correct resourcing levelsCompleting reporting and data analysis on key scorecard objectives, project outcomes and trendsEnsuring the Quality Assurance program is adhered to, monitored and reported onAssisting the Sales, Advisory and Support team to deliver sales excellence with a solid pipeline of opportunities for business growthEngaging stakeholders to successfully deliver outcomes for Feros Central through participation on all major organisational projects that impact the team Who are we looking for?Our ideal candidate will be a fantastic communicator with the ability to build and foster robust relationships with internal and external stakeholders. You will be highly organised, with the ability to effectively prioritise your workload and manage conflicting priorities. To be successful you will have:3 - 5 years’ leadership experience in Contact Centres or Support Centres with a strong understanding of the front and back office operation in this environmentSound understanding of resource management in a contact centre environmentDemonstrated experience in workforce planning and leadership, with the ability to create and motivate a positive team environmentTrue understanding of the omni experienceStrong resource management skills with a high level understanding of business viability needsGreat problem solving, situational analysis and resolution seeking skillsDemonstrated strong resilience and change management skillsExcellent communication, facilitation, presentation and negotiation skills at all levels within the organisationSound computer skills with proficiency in MS Office programs including Outlook, Word and ExcelWho are we?Feros Care are a multi-award winning not-for-profit organisation offering a range of aged, disability and community care services. What we care most about is helping people live bolder lives. Better connected. More active. More fulfilling. Apply Now!If you would love to become part of our Feros Central Team click the Apply button above to submit your resume and a covering letter detailing how you meet the above criteria.We encourage people with disability, lived experience of disability, Aboriginal and Torres Strait Islanders and people from culturally diverse backgrounds to apply for this job.When successful, you will be required to undertake a criminal records check in accordance with legislation and have the right to work in Australia.General Manager Contact Centre -Position Description
95000
AUD
Australia - QLD
Gold Coast
Coolangatta
4225