Manager, Contact Centre
: Job Details :

Team Leader, Contact CentreApply locations Newcastle, Australia time type Full time posted on Posted 4 Days Ago job requisition id R29482As a leading financial services and healthcare technology company based on revenue, SS&C is headquartered in Windsor, Connecticut, and has 27,000+ employees in35 countries. Some 20,000 financial services and healthcare organizations, from the world's largest companies to small and mid-market firms, rely on SS&C for expertise, scale, and technology.Job DescriptionGet To Know The Team:We're seeking a dynamic and motivated Manager to inspire and guide our team in consistently exceeding client expectations. In this role, you'll oversee the delivery of exceptional service across multiple communication channels, including phone, email, and chat. This position offers a flexible hybrid working model to support work-life balance, alongside a business casual dress code for a professional yet comfortable environment.If you're passionate about leadership, customer service excellence, and making a difference, join us and take your career to the next level!What You Will Get To Do:As a results-driven leader with a passion for customer excellence and operational efficiency, you will be responsible for:Implement and oversee plans to meet performance metrics, service level agreements, and strategic objectives.Foster a high-performing, member-focused culture through coaching, training, and regular performance reviews.Optimise staffing, scheduling, and resource allocation to meet service demands and ensure smooth operations.Conduct audits, provide feedback, and implement targeted training to enhance team performance and service quality.Identify inefficiencies, leverage data, and drive enhancements to processes, systems, and performance metrics.Develop strategies to improve customer satisfaction and handle escalations with professionalism.Analyse data, prepare performance reports, and present insights to senior management.Communicate updates and work closely with stakeholders to ensure alignment with business goals.Partner with HR to recruit, onboard, and train team members effectively.What You Will Bring:Bachelor's degree in business management, communications, or a related field (or equivalent experience).Proven experience in a leadership role within a contact centre environment.Demonstrated ability to meet and exceed service level agreements and operational targets.Strong leadership and people management skills, with a track record of developing high-performing teams.Proficiency in contact centre technologies, including call management systems and workforce planning tools.Excellent problem-solving, decision-making, and conflict resolution skills.Data analysis and reporting capabilities, with the ability to use insights to inform strategy.Outstanding communication skills to engage with teams and stakeholders effectively.Recruitment ProcessMS Teams Screening - TA Partner1 Hour Behavioural Interview - Hiring Manager/sOffer/OnboardingPlease Note: Successful candidates will be required to start on 13th January 2025Why You Will Love It Here!At SS&C, we offer an exceptional array of benefits and incentives designed to ensure our employees feel valued and supported.SS&C Advantage a comprehensive reward and wellness platformBonus SchemeIncome protection insurance and salary continuanceDeath and TPD insurance (Available through SS&C Superannuation Fund)Private Health Insurance discountGenerous Bereavement & Compassionate LeavePrimary & Secondary carers paid parental LeaveFocused on Mental HealthEmployee Assistance Program (EAP)Hybrid Working ModelWe encourage applications from people of all backgrounds and particularly welcome applications from under-represented groups, to enable us to bring a diversity of perspectives to our thinking and conversation. It's important to us that we strive to have a workforce that is diverse in the widest sense.SS&C Technologies is an Equal Employment Opportunity employer and does not discriminate against any applicant for employment or employee on the basis of race, color, religious creed, gender, age, marital status, sexual orientation, national origin, disability, veteran status or any other classification protected by applicable discrimination laws.#J-18808-Ljbffr