Manager
Job Description
Inviting applications for the role of Manager - Customer Care
We require Senior Manager to lead our customer service and collection team, ensuring top-tier service delivery and compliance for our AU & NZ customers.
Responsibilities
Lead a team of 100-150 members, ensuring the delivery of service level agreements (SLAs) such as customer satisfaction (CSAT), first call resolution (FCR), dollar collected, conversion rate, promise kept rate, and service levels.
Ensure compliance with all relevant regulations and standards.
Manage attrition rates to be less than 22%.
Utilize dialer systems and workforce management (WFM) knowledge to optimize operations.
Implement lean methodologies, preference for candidates with Green Belt certification.
Communicate effectively with team members and stakeholders.
Adapt to hybrid work conditions with potential for full on-premises work in the future.
Qualifications we seek in you
Minimum qualifications
Minimum of a bachelor%27s degree in any field.
Relevant experience leading a portfolio with more than 50 headcounts.
Proven track record in customer service and collections management, particularly in voice-based operations.
Experience with dialer systems and WFM is preferred.
Flexibility to work Australian shift timings and willingness to start alongside the team.
Preferred skills
Excellent communication skills.
Lean trained and tested Green Belt certification is an advantage.