Contact Centre Operations Lead

Our purpose is to make skills, education and employment accessible to every person, so they can create their own world of unbounded possibilities.

About The BUSY Group…

The BUSY Group is a not-for-profit organisation which presents 47 years experience as a community partner.  With multiple business entities operating across 100+ locations Australia-wide and now in New Zealand and the United Kingdom, we offer an extensive range of employment services and programs, vocational training, apprenticeships, mentoring, specialist schools and allied health services. 

About the Role

The Contact Centre Operations Lead will lead a specialised division team within the National Contact Centre focused on providing inbound and outbound services to specific programs to ensure the delivery of exceptional customer service. You will be expected to lead and motivate the team to meet daily performance metrics (including efficiency and client satisfaction) and will implement daily/weekly motivation activity to align with KPI's. You will implement change requirements and where required design and implement strategic initiatives to ensure Customer Experience and performance targets are met.

Your role will include:

• Providing leadership, development and coaching of National Contact Centre team. Actively engaging and supporting the development of the designated team to ensure performance and quality service through a customer centric empathetic and expert approach.
• Working with HR and Recruitment to drive the recruitment & selection of Customer Experience Advisors.
• Taking the lead on the development and implementation of training and development, identifying actions to ensure the skills and knowledge are developed effectively.
• Ensuring effective and consistent communication throughout the team, encourage feedback and customer insight to enhance the customer experience.
• Embedding a performance culture, framework, and review processes to achieve service levels and improvements against set targets. 
• Identifying and instilling best practice, processes and systems and drive continuous improvement environment. 
• Ensuring targets are continually reviewed and expectations are met with optimum levels of quality and service delivery. 
• Developing and implementing training programs and toolkits including scripts and the knowledge base.

BUSY Benefits… 

• Paid Christmas shut down period - 3 days of paid annual leave 
• Additional day of leave - My BUSY day 
• Competitive salary 
• Paid Parental Leave, Retail Discounts
• Training and Professional development commitment 
• Career progression and internal transfer opportunities 
• BUSY Benefits program 
• Employee Assistance Program 
• Flexible and Hybrid work options
• Tools of the trade to support your individual role 

About you...  

• Proven experience in managing a high performing team in a fast-paced call centre environment
• Desirably, previous experience in a call centre environment 
• Strong written and verbal communication skills required to build connections with our customers.
• Experience in designing and implementing end-to-end customer contact journeys, including telephony triage and escalation.
• Ability to drive performance while, leading, inspiring, motivating, influencing and developing an effective contact centre team.
• Ability to obtain a Blue Card and National Police Check with no outcomes

Next steps...

This role will actively commence recruitment from the date of advertisement. The closing date of this ad is dependent on the appointment of the role.

The BUSY Group is an organisation that prioritises the safeguarding of children and all vulnerable people by actively adopting strategies that embed a culture of zero tolerance for abuse of any kind. The appointment of successful applicants will be subject to satisfactory employment screening including criminal history and relevant working with children checks. 

The BUSY Group is committed to achieving a diverse workforce and strongly encourages applications from First Nations People, people from culturally diverse backgrounds and people with disabilities.