Contact Centre Operations Lead

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 ...