call centre manager Archives

Actively participate in appropriate TC&C and CS&S driven improvement initiatives that assist us to proactively manage customer issues and concerns and so prevent complaints.
Ensure delegation levels for self and team members are adhered to.

Recruitment of all areas of the business, including sale consultants and call centre staff.
Ensuring that all call centre staff were generating appointments for the sale consultants to ensure a smooth running of the business.
Confirmation of all appointments.
Conducting regular staff meetings of call centre staff and sales consultants ensuring that they are achieving their goals.
Setting of budgets and reports and presenting the outcome and results to senior management.
Provide training to users internal and external to assist and facilitate any changes in business practices.
Performance manage staff are required if not achieving targets set.

Manage cross business unit projects to analyse complaint trends, identify and reduce systemic complaint issues with a focus on the implication of the decision for Telstra.
Ensure the highest level of customer satisfaction is achieved by the effective and timely resolution of complaints inline with KPIs.
Ensure appropriate measures are gathered and reported regularly, enabling tracking of complaint performance across CS&S and (as appropriate) TC&C.
Ensure procedures, policies and practices within the centre are compliant with Telstra’s legislative obligations.
Establish and maintain a good working relationship with key stakeholders within Telstra’s customer complaint management community.
Where required effectively manage the centre’s relationships with the Telecommunications Industry Ombudsman, Corporate Relations, Business unit stakeholders, Centre Managers and the other Customer Relations Team Managers to ensure that the optimum outcome is achieved for our customers, our staff and the business.
Represent CS&S at Alternate Dispute Resolution (ADR) sessions and formal resolution sessions (mediations, tribunal hearings and the court system, etc) as required from time to time.

Coordinated all department functions for a team of 100+ employees, including hiring and training.
Assisted in all areas of administrative work, including data entry, receptionist duties, file organization, research and development.
Excelled within deadline intensive environment, ensuring accurate and on time completion of all projects.
Successfully resolved hundreds of customer and franchisee issues per month.

call centre manager