The Role

The Customer Interactions Center Manager is responsible for overseeing operations across Australia, New Zealand, and Manila, with a strong emphasis on leadership and fostering a positive, supportive and high-performance work culture. This role is dedicated to developing and mentoring a team, driving customer service excellence, and aligning operational strategies with business objectives. The Customer Interactions Center Manager will ensure a supportive and empowering environment, while continuously improving after-sales services and service delivery across all regions.

Key Responsibilities

• Team Leadership & Development: Lead a team, focusing on continuous performance improvement, personal development, and regular feedback. Establish mentoring systems and foster a positive, supportive, and collaborative culture.
• Business Development: Stay updated on industry trends, improve call center operations, and implement best practices to achieve customer service excellence and achieve KPIs.
• Contact Center Management: Maintain high service levels across regions (AU, NZ, Manila), track and report on KPIs, and manage resource allocation and capacity.
• Resolution Management: Oversee the resolution process, handle escalations, and collaborate with departments to resolve customer issues effectively.
• Cross-Functional Collaboration: Ensure communication between departments, maintain product knowledge, and support skill development through training programs.
• Health & Safety: Commit to health and safety, participate in risk assessments, and follow policies and procedures.
• Travel Requirements: Please be aware that, due to the cross-functional nature of this role, there is some yearly travel involved to New Zealand and Manila.