Head of Contact Centres

Descripción

We are searching for a Head of Contact Centres to join our team.  Reporting to our Senior Commercial Director, Pacific and based in Mascot, Sydney where you will ultimately be responsible for the positive customer service experience.

About the Role

This fast-paced operation will see you overseeing various teams in our contact centres where you will shape and guide on providing a productive and positive outcome for our customers.

In this position it will see you travelling about 30% of your time between our centres so ability to travel will be crucial for this position.

Key Accountabilities

• Oversees various teams of customer service and sales associates who handle leads, customer service inquiries and problems via phone and email.

• Monitors operations to ensure adherence to service level standards and company/department policies and procedures.

• Ensures professional and courteous customer support services are delivered to remote a productive and positive relationship with customers.

• Ensures adequate phone coverage, including making decisions regarding scheduling changes.

• Acts as an escalation point for resolving the most complex customer issues.

• Evaluate the quality of customer service associates’ calls from customers; provide feedback to reps on strengths and areas for improvement.

• Communicates with clients, vendors, and other departments to ensure quality service delivery and customer satisfaction.

• Serves as an escalation point for resolving the most complex customer issues.

• Responsible for performance appraisals, disciplinary actions, hiring/interviewing, promotions, and salary changes.

• Provides coaching and mentoring to contact centre supervisors and team leads and occasionally to customer service representatives.

• Approves and implement streamlining opportunities and process improvements.

• Coordinates customer service activities with other internal functions

• Tracks and reports contact centre performance against objectives and goals, i.e., quality, call volume, customer satisfaction, etc.

• May serve as a backup to more senior customer service management in their absence.

• Other related duties assigned as needed.

What we’re looking for

Working both independently and in a team environment you will have experience leading and managing large (more than five direct reports) sales/customer support teams as well as overseeing vendor support teams. 

Excellent customer service skills that build high levels of customer satisfaction is essential.  To achieve this, you will need to be detail-oriented, customer-driven, problem-solving, and focused on providing the highest quality products and services.  You will need to make suitable decisions using your analytic and root cause analysis skills for process improvement initiatives.

Your demonstrated people skills will show you are both influential and sensitive when dealing with others from a diverse background.  Communication both written and verbal will go hand in hand with this.

Working knowledge of workforce management practices and tools, e.g., scheduling software, quality monitoring software as well as general skill in the use of MS Office and other standard software applications will also be required.

Benefits and Perks

• Competitive Salary

• Wellbeing programme incl. life insurance + discounted health insurance + superannuation options

• Employee discounts on car rental across Avis Budget Group

• Employee Assistance Programme (EAP) - 24/7 support for your mental health and wellbeing.

• Access to Perkbox – discounts and offers with hundreds of retailers and big brands, including on cinema tickets , fitness classes , shopping discounts and much more.

• Full training to understand our business will be provided to help you achieve your goals & reach your potential.

This is a unique opportunity so if this sounds like something you have been waiting for, we would like to hear from you!

About Avis Budget Group

Avis Budget Group is a leading provider of mobility solutions across the globe, operating a range of strong and recognised brands through corporate operations and licensee partners. Brands include Avis, Budget, Apex , Payless, Maggiore, Zipcar and Show Group.

Avis & Budget are trusted brands with a long history of innovation in the car rental industry and Avis is one of the world's top brands for customer loyalty, with a commitment to true convenience and exceptional service with the Avis human touch.

The Avis brand operates across six continents via a network of over 5230 locations in 166 countries, through wholly owned subsidiaries in 21 corporate countries complemented by license arrangements in a further 145 countries.

The Budget brand, serves customers across six continents, through more than 3,900 locations in 124 countries, including over 800 airports. Budget is an industry leader in providing vehicle rental services to value-conscious travelers worldwide, including one of the largest commercial vehicle fleets in the Pacific region.

For more information on Avis Budget Group, Inc. (NASDAQ: CAR) visit www.avisbudgetgroup.com

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