Operations Manager - Contact Centre, Insurance

Operations Manager - Contact Centre, Insurance

Job Title: Operations Manager - Contact Centre, Insurance
Contract Type: Permanent
Location: Melbourne
Reference: 525829
Contact Name: Daniel Marsh
Job Published: July 23, 2020 14:45

Job Description

Operations Manager – Contact Centre, Insurance 
Melbourne, Australia

About The Company

Blake Oliver Consulting has been engaged by leading Australian owned Insurer with a reputation for developing and delivering new and pioneering insurance products via their online presence.  

This is a career-defining role for an experienced Contact Centre Manager providing an opportunity to work for one of the most forward-thinking and emerging Insurance brands in the Australian market. The office is based in Melbourne with excellent transport links for individuals commuting into the City. Initially, this role may be working from home and interviews will be set up remotely ASAP.
With a growing portfolio of products and a growing client base they are currently looking for a confident and experienced Contact Centre Manager to join their team in Melbourne.

If you are a contact centre professional with excellent leadership and people management skills, this is an exciting opportunity to drive the success of a key function within the organisation.

You will have the chance to nurture and shape a passionate team which includes existing Contact Centre team members, sharing your knowledge to build their management skills and achieve operational excellence.

The Role

As the Contact Centre Manager, you will lead and continuously enhance the operational delivery of the contact centre function. You will also be responsible for recruiting, motivating and coaching the team, building their capabilities through training, and developing a positive, high-performance culture. This will include developing and communicating timelines and performance KPI goals to team members and managing performance against set KPI & KRA’s.

You'll evaluate, test and implement new systems for call centre operations ensure system changes are defined and improved, coordinate all applicable programs by providing clear direction and updates, seizing opportunities and adapting to the evolving needs and priorities of our customers.

Engaging and leading your team, you will motivate them to deliver great service and outcomes for customers and the business. You will foster collaboration, share best working practices and maintain a high level of morale amongst staff. 

About You

To be considered for the role you will need the following demonstratable experience; 
  • Proven experience in a contact centre leadership role, managing, motivating and developing a contact centre team to realise service and operational excellence
  • To be a strong people manager and leader with a team-orientated and collaborative approach
  • Excellent customer service skills 
  • Numerical skills to understand financial and budget management
  • The ability to influence key decisions and effectively manage stakeholders
  • Strong planning and delivery skills 
In a perfect World, you will have experience and knowledge of the General Insurance sector, however as the World is not always ideal as long as you have Contact Centre Management experience within the Financial Services sector we can still talk.

Other organisations may call this role Call Centre Manager, Contact Centre Operations Manager, Customer Service Operations Manager, or Customer Services Manager. 

So, if you’re seeking your next challenge as a Contact Centre Manager, please apply via the button shown.

Daniel J. Marsh


Blake Oliver Consulting acts as an employment agency for permanent recruitment and employment business for the supply of permanent and temporary workers. By applying for this job you accept the T&C's, Privacy Policy and Disclaimers which can be found at blakeoliver.com.au

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