Contact Centre Manager

About Datacom

Datacom collaborates with organizations across Australia and New Zealand, leveraging technology to foster innovation and growth while making a positive impact on people's lives.

About The Role

As the Contact Centre Manager, you will be an integral part of a collaborative team dedicated to achieving exceptional customer outcomes. This role requires a leader who can provide tactical execution with a strategic perspective for our Business Process Outsourcing (BPO) Contact Centre. This is a Wellington-based position.

What You’ll Do

• Act as the primary operational contact, ensuring operational readiness and continuity.
• Be available to support operational needs from Monday to Saturday, within reasonable expectations.
• Facilitate clear communication with teams, manage change effectively, and provide essential business updates.
• Make well-informed, comprehensive decisions and identify opportunities for operational enhancement.
• Develop and implement engagement strategies for both leadership and frontline contact centre staff.
• Provide coaching and support to Team Leaders, aiding their professional growth.
• Monitor performance metrics, suggest improvements, and execute action plans.
• Maintain robust time management and administrative processes.
• Ensure strict adherence to approved Standard Operating Procedures (SOPs) and business processes.
• Address queries and escalations proactively.
• Track compliance, response times, and performance trends.
• Analyze data to identify insights and underlying causes of issues.
• Present performance updates and proposed action plans to senior management.
• Lead by example through professionalism, conduct, and effective leadership.
• Conduct regular one-on-one meetings and performance reviews with staff.
• Cultivate a positive team culture that aligns with Datacom's core values.
• Support the health and well-being of the team.
• Manage relationships with both internal and external stakeholders.
• Prepare weekly and monthly performance reports for executive review.

What You’ll Bring

• Demonstrated leadership experience in BPO contact centres is highly valued, along with extensive operational experience and supporting practices within a complex contact centre environment.
• Strong administrative capabilities and meticulous attention to detail, with the ability to create and implement scalable and repeatable processes through SOPs.
• High levels of emotional intelligence and cultural awareness.
• Proficiency in stakeholder engagement and influencing.
• Adaptability and resilience to support a 24/6 operation while ensuring a healthy work-life balance.
• A strategic mindset coupled with the ability to inspire and lead Team Leaders.
• A genuine passion for coaching, employee development, and team engagement.
• A track record of consistently achieving Key Performance Indicators (KPIs).
• Excellent analytical and problem-solving skills.
• Superior time management and prioritization abilities.
• Strong verbal and written communication skills.
• Effective relationship-building capabilities.

Why join us here at Datacom?

Datacom is a leading provider of Information Technology professional services in Australia and New Zealand. We maintain a dynamic and agile culture, reminiscent of a smaller organization, which is a rarity in companies of our scale. Our people are the driving force behind Datacom's unique culture and energy.

We are committed to our employees' well-being and offer a variety of benefits, including social events, relaxation areas, remote work options, flexible working hours, and professional development opportunities. You will have ample chances to learn, advance your career, build connections, and bring your authentic self to work. Your contributions will be acknowledged and valued in a collegial, flat-structured environment.

We operate at the cutting edge of technology, assisting major enterprises in Australia and New Zealand to explore possibilities and overcome their most significant challenges, ensuring a constant stream of engaging opportunities.

Datacom strives to be an inclusive and welcoming workplace for all. We are proud of our ongoing efforts to create a fun, friendly, and supportive environment for our employees.