Customer Operations – Customer Support /
Mable is an online platform connecting Australians looking for disability and aged care support to independent support workers. Since 2014, we've been helping our community live their kind of independence, and today we're one of Australia's largest and fastest growing healthtech platforms.
We have been recognised in AFR's Fast 100 list, Deloitte's Tech Fast 50, and won the Australian Growth & Australian Technology Growth Company of the Year Award in 2020! So don't miss your opportunity to join a thriving scale-up and deliver change to Australia's care and support sector.
This is an exciting newly created role as the Contact Centre Manager, you will be responsible for overseeing the day-to-day activities of our contact centre team, ensuring exceptional service delivery and driving continuous improvement initiatives. This role requires strong leadership skills, strategic thinking, and a passion for customer satisfaction.
Key Responsibilities:
Lead, mentor, and motivate a team of customer service representatives to achieve performance targets and deliver exceptional customer experiences.Provide ongoing coaching and feedback to enhance team members' skills and performance.Foster a positive and inclusive work environment that encourages collaboration, innovation, and continuous learning.Operations ManagementOversee all aspects of contact centre operations, including inbound and outbound calls, email correspondence, and live chat support.Develop and implement strategies to optimise workforce management, ensuring adequate staffing levels to meet service level agreements (SLAs) and customer demand.Monitor key performance indicators (KPIs) and metrics to track performance, identify trends, and implement corrective actions as needed.Streamline processes and procedures to enhance efficiency and productivity within the contact centre.Quality AssuranceEstablish quality standards and monitor service quality through call monitoring, customer feedback analysis, and performance evaluations.Conduct regular audits and assessments to ensure compliance with organisational policies, procedures, and regulatory requirements.Implement quality improvement initiatives to enhance service delivery and customer satisfaction.Technology and SystemsOversee the implementation and maintenance of contact centre technologies and systems whilst leveraging advancements in technology such as AI integration.Collaborate with IT and other departments to troubleshoot technical issues and optimise system functionality to support business objectives.Reporting and AnalysisGenerate and analyse reports on contact centre performance, including call volume, response times, customer satisfaction scores, and agent productivity.Utilise data-driven insights to identify opportunities for process improvements, resource allocation, and service enhancements.Present findings and recommendations to the Head of Customer Operations to inform strategic decision-making.Skills and ExperienceExperience with IVR tools such as Talkdesk, Genisys, Salesforce or otherStrong understanding of contact centre operations, including workforce management, performance metrics, and quality assurance processes.Excellent leadership and people management skills, with the ability to inspire and motivate a team to achieve goals.Exceptional communication skills, both verbal and written, with the ability to interact effectively with internal and external stakeholders.Analytical mindset with proficiency in data analysis and reporting tools.Demonstrated ability to drive process improvements and implement change initiatives.Knowledge of contact centre technologies and software applications. Our Values We know our customers because we listen and want to learn. We engage within the community and the sector and always act on insights.
We're ambitious and embrace creativity to solve challenges. We're here to reshape the industry and back big ideas.
We channel our passion into a positive environment. We welcome diversity and collaborate to make the most of our different skills and ways of thinking.
We work hard to deliver change. We innovate and move fast to make a difference in the sector and people's lives.
Learn from industry experts, experienced leaders, and on-the-job opportunities.
Get a creative boost working overseas for 4 weeks in a rolling 12-month period.
Access parental leave Get 14 weeks of paid leave for primary carers and 6 weeks of paid leave for secondary carers plus superannuation.
Work with flexibility We're a hybrid workplace. Collaborate at home or in the office - whatever works for you and your team.
Acknowledge a significant day your way with family and friends.
Be rewarded Celebrate wins and recognise great performance with an easy and accessible Reward and Recognition program.
Get paid to take a break ? Celebrate your birthday, take a wellbeing break, volunteer - access paid leave days for what makes you happy.
Inclusion at Mable Mable is an equal opportunity employer. We find excellence in diversity and are committed to creating an inclusive environment for all employees and candidates.
People with lived experience of disability or personal experience with the aged care system are strongly encouraged to apply.
We take pride in highlighting our dedication to our policies, fostering flexible work arrangements and championing inclusive practices for women in tech.
If this role has stood out to you but you don't feel like you 'tick all the boxes', we strongly encourage you to apply nonetheless. We value diversity across experience and you might well bring something to the Mablehood we are looking for!
We are a 2023 Circle Back Initiative Employer – we commit to respond to every applicant.
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