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Contact Centre Manager - Banking and Finance

Apply now Job no: 974445
Work type: Permanent
Location: VIC Metro - CBD
Categories: Managers & Senior Managers

• Partner with a Big Four Banking and Financial Institute
• Exciting opportunity to make your mark in a global business process outsourcing company
• Melbourne CBD Location, close to public transport

About Startek
Startek is a leading global provider of customer experience management solutions. The company provides business process outsourcing and technology services to corporations around the world across a range of industries. Operating under the Startek and Aegis brands, the company has approximately 47,500 outsourcing experts across 58 delivery campuses in 13 countries that are committed to enhancing the customer experience for clients.

About the role and responsibilities
Reporting to our Senior Manager of Operations, you will be responsible for guiding the contact centre management to meet contractual and company objectives. You will coach and lead our Team Leaders and Support Specialists to ensure business objectives are met, and the highest level of customer service is achieved and maintained within the call centre.

You will work very closely with our client Managers and partner with a big four Banking and Financial Institute representing multiple brands within the group.

Our centre is based in Melbourne CBD but some interstate travel will be required to attend client meetings and workshops.

In this role you will be required to, but not limited to:
• Assisting in the daily operation of the call centre to ensure service delivery standards are met and maintained in line with company defined and contractual objectives.
• Provide cost effective, high quality service within agreed SLAs & timelines.
• Financial management of the campaign, including revenue, profitability, budgeting and forecasting.
• Coaching and mentoring a team of Team Leaders and centre support specialists, both individually and as a group to facilitate personal development and team synergy.
• Group (direct and indirect) management, including recruitment, training, development, engagement, retention and performance of the team.
• Finalise work / manpower schedules and effectively manage shift operations in consultation with the support team.
• Effectively drive change management and process improvements in the campaign.
• Ensure optimum Client satisfaction is obtained through working with the Client, direct reports, other and internal stakeholders to implement initiatives and meet operational / contractual objectives.
• Participate in key meetings with client including monthly / quarterly business reviews.

To be considered for this opportunity, you will ideally possess:
• Management experience leading a large contact centre service operation, preferably from within Banking and Finance or a related industry.
• Experience in lending space, handling broker and customer calls - complete life cycle from pre-approval to post-approval will be highly regarded
• Collections Management and/or Financial Hardship Management experience will be highly regarded
• Highly regarded client relationship management experience.
• An Advanced Diploma in Financial Planning or a Diploma or above qualification in Finance or a Finance related industry.
• Demonstrated leadership abilities, self-motivation and resilience.
• A strong coaching philosophy with a proven track record in delivering improved performance through coaching and optimization.
• Excellent communication skills, both written and verbal.
• Exceptional ability to drive a high performing culture, including change management process.
• Focus and skills in optimisation and innovation within the contact centre environment.
• High level organizational skills with demonstrated ability in improving processes and functionality.
• An ability to engage and maintain relationships with internal and external key stakeholders to influence positive business outcomes.
• Strong commercial acumen and financial understanding to create budgets and deliver to contractual targets.
• A solid understanding of voice technology including implementation, maintenance and development of queue structures.

In return, we will offer the successful candidate:
You will work with other like-minded, motivated and skilled experts. We will provide you with the tools and support to be successful. Your work environment will deliver all the freedom you require to think, try new things and to have a go.

This is a great opportunity for you to really make your mark with a global organization and partner with a big four Banking and Financial Institute. On offer to the successful candidate is an attractive salary package and the opportunity to be professionally developed by Leaders who are renowned as the best in the industry.

The successful applicant will be required to complete a criminal check, an Australian Securities and Investment Commission check and an Insolvency check (which we will conduct) and all offers of employment will be made pending the successful outcome of these checks.

How do you join our team?
It’s easy, apply today!!

Advertised: AUS Eastern Standard Time
Applications close: AUS Eastern Standard Time

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