Finding right Jobs:

*         Supports and promotes best practices that will enhance customer service.

*         Establishes new hire training program as well as continued training of current staff to ensure“best in class” service.

*         Manages scheduling based on forecasted volumes.

*         Develops and implements Policies and Procedures that will lead to improved efficiencies.

*         Contributes to call centre’s success by partnering with other managers to continually review and improve operating procedures, while maintaining high levels of customer service and accuracy.

*         Provides “hands on” problem resolution for staff.

*         Acts as a conduit between Wellbeinggreen Services and all other functional areas.

*         Stays updated on industry trends, regulations, and ensures compliance with Australian federal and state government regulations.

*         Works with Human Resources to evaluate current staff, identify areas for improvement and where needed, draft and monitor corrective action plans.

*         Participate in the planning, development, implementation, and management of call centre sales programs.

*         Assist in improving program performance through the evaluation and analysis of program metrics and developing action plans to obtain the potential improvements.

*         Through the analysis of program metrics, recommend improvements to call centre sales scripts and process.

*         Develop competitive analysis to compare performance across centres.

*         Assist in the refinement of sales ordering process to improve call centre performance.

*         Development and execution of regular call centre business reviews/quarterly reviews, and drive the goal setting process with each centre.

*         Hold weekly status calls with each centre to discuss performance and goals.

*         Review, monitor, document, and report on call centre programs through reviews of key performance indicators and service levels.

*         Create Quality Assurance program that tracks common issues by program/ by centre.

*         Identify, minimize, and eliminate common QA issues.

*         Oversee and enhance customer escalation process.

*         Minimum 5 years experience within a similar capacity.

*         Must have leadership experience with demonstrated success in coaching and developing employees to achieve aggressive goals.

*         Must have sales and marketing experience.

*          An excellent communicator and an analytical mind.

A computer savvy professional capable of managing to big picture goals and metrics