Contact Centre Manager

The Contact Centre Manager is responsible for overseeing the day-to-day activities of the HomeMade contact centre team, ensuring exceptional service delivery while driving continuous improvement initiatives.

Acting as a key escalation point, the Manager partners closely with the Head of Operations and other business stakeholders to improve processes, policies, and the overall customer experience. Through data-driven insights, customer advocacy, and team leadership, this role ensures HomeMade delivers high-quality, customer-focused outcomes aligned with our mission and values.

Key Responsibilities

Team Leadership & Performance

• Lead, mentor and motivate a team of customer service representatives to achieve performance targets and deliver exceptional customer experiences.
• Provide ongoing coaching and feedback to enhance team members' skills and performance.
• Foster a positive and inclusive work environment that encourages collaboration, innovation, and continuous learning.
• Act as the point of escalation for Team Leaders in resolving customer complaints in a timely, professional manner.

Operations Management

• Oversee all aspects of contact centre operations, including inbound and outbound calls, email correspondence, and live chat support.
• Develop and implement strategies to optimise workforce management, ensuring adequate staffing levels to meet service level agreements (SLAs) and customer demand.
• Monitor key performance indicators (KPIs) and metrics to track performance, identify trends, and implement corrective actions as needed.
• Streamline processes and procedures to enhance efficiency and productivity within the contact centre.
• Contribute to cross-functional processes and procedures to support the contact centre in providing first contact resolution for customer enquiries.

Quality Assurance

• Establish the quality assurance scorecard and monitor service quality through call monitoring, customer feedback analysis, and performance evaluations.
• Conduct regular audits and assessments to ensure compliance with organisational policies, procedures, and regulatory requirements.
• Implement quality improvement initiatives to enhance service delivery and customer satisfaction.

Technology and Systems

• Oversee the implementation and maintenance of contact centre technologies and systems whilst leveraging advancements in technology such as AI integration.
• Collaborate with IT and other departments to troubleshoot technical issues and optimise system functionality to support business objectives.

Reporting and Analysis

• Generate and analyse reports on contact centre performance, including call volume, response times, customer satisfaction scores, and agent productivity.
• Utilise data-driven insights to identify opportunities for process improvements, resource allocation, and service enhancements.
• Present findings and recommendations to the Head of Customer Operations to inform strategic decision-making.

Skills, Knowledge and Experience

• 3+ years of proven experience in leading contact centre operations, including direct leadership of Team Leaders and frontline teams.
• Track record of driving team leaders and team performance through coaching, feedback, and clear goal-setting to achieve operational and customer outcomes.
• Strong expertise in optimising contact centre systems, technologies, and software applications, including workforce management, IVR systems such as Zoom, Aircall, Salesforce or other quality assurance processes.
• Experienced in implementing and maintaining contact centre technologies, leveraging AI-driven solutions and automation to enhance efficiency, customer experience, and scalability.
• Experienced in managing escalations, applying sound judgement to balance customer needs and organisational priorities.
• Strong understanding of operational process improvement and customer service best practices.
• Exceptional communication skills, both verbal and written, with the ability to interact effectively with internal and external stakeholders.
• Analytical mindset with proficiency in data analysis and reporting tools.
• Demonstrated ability to drive process improvements and implement change initiatives.
• Familiarity with aged care funding models, compliance obligations, and the Aged Care Quality Standards (highly regarded).
• Proven ability to balance strategic priorities with hands-on operational support.