Contact Centre Manager

Ingenico is a global leader in the fintech market, with more than three decades of experience and employs over 7,500 people. Its footprint gives scale to projects and talents. Innovation is part of our DNA and our diverse community of experts keep anticipating the evolution of commerce worldwide.

We provide merchants with a comprehensive and innovative range of services and solutions that eliminate payment complexity and make purchasing quick, seamless and secure for consumers, whatever the sales channel or payment method.

The Opportunity:

We have an opportunity for Contact Centre Manager to join the team on a permanent basis in the Melbourne - Preston office.

The Contact Centre Manager plays a critical role in ensuring the smooth and efficient operation of our contact centre, focusing on delivering exceptional customer service and support to all our customers and merchants.

The Contact Centre Manager is accountable for overseeing teams of technical & customer support agents (Onshore & Offshore), managing day-to-day operations, and continuously improving processes to enhance customer/merchant satisfaction and drive performance & efficiency.

We are seeking a highly skilled and experienced Contact Centre Manager to lead and manage our Helpdesk teams.

Areas of Responsibility:        

• Lead, inspire, and motivate a team of technical support representatives to meet or exceed performance targets, enhance individual and team capabilities, and foster a positive work environment.
• Oversee daily operations of the Helpdesk contact centres, ensuring effective utilisation of resources, adherence to service level agreements, and achieving performance targets.
• Develop and implement strategies to enhance contact centre operations, including optimising agent productivity, streamlining workflows, and improving customer/merchant satisfaction.
• Recruit, train, and coach contact centre agents, ensuring they have the necessary technical skills and product knowledge to provide excellent customer/merchant support.
• Establish and implement performance evaluation systems to regularly assess agent performance, identify areas of improvement, and provide feedback to enhance their skills and performance.
• Act as the point of escalation for complex issues and assist contact centre agents in resolving challenging customer/merchant problems.
• Collaborate with other areas of the business, such as field service and quality assurance, customer operations to identify customer pain points and suggest enhancements or process improvements.
• Maintain contact centre technology infrastructure, including telephony systems, call routing software, and customer relationship management tools, to ensure optimal performance.
• Analyse contact centre metrics, generate reports, and use data-driven insights to identify patterns, trends, and areas for improvement in service quality and customer satisfaction.
• Implement strategies to drive customer loyalty and minimise customer/merchant complaints, ensuring the contact centre delivers a superior experience.
• Stay updated with advancements in relevant technology and industry trends to maintain a competitive edge and make well-informed recommendations for process improvement.
• Develop and maintain relationships with our customers including participating in operational monthly and quarterly reviews.

Competencies, skills and Experience

• In-depth knowledge of Helpdesk & technical support principles, processes, and best practices
• Strong understanding of contact centre operations and management
• Strong leadership skills to motivate and guide a team of Helpdesk & technical support agents.
• Knowledge of customer service principles and strategies to provide exceptional customer/merchant experiences.
• Understanding of performance metrics and the ability to track and measure team performance.
• Continuous learning and desire to stay updated on the latest technologies and industry advancements.

Expertise & Skills:

• Proficient in utilising contact centre software and systems in particular AWS Connect.
• Understanding with customer relationship management (CRM) platforms
• Outstanding communication and interpersonal skills to effectively interact with both customers and team leaders & members.
• Solid organisational and time management abilities to prioritise tasks and ensure efficiency.
• Skills in using Microsoft products such as Access, Word and Excel
• Ability to multitask and remain calm under pressure, especially during peak hours or intense situations.
• Excellent problem-solving skills and ability to understand technical issues.
• Flexibility and adaptability to adjust to changing priorities and handle multiple tasks simultaneously.
• Ability to work well under pressure and remain calm in stressful situations.
• Analytical mindset to analyse data and identify trends or areas for improvement.
• Self-motivated with the ability to meet tight deadlines without supervision.
• Ability to work well in a team environment.

Experience:

• Proven track record of successfully leading and managing a team, preferably in a fast-paced and multi-channel contact canter environment.
• Proven track record in the ability to analyse data, generate reports, and utilise insights to drive improvements.
• Strong technical background with a deep understanding of the technical support industry and best practices.
• Proficient in utilising contact centre technologies and software, such as ticketing systems, customer relationship management (CRM) tools, and workforce management systems.
• Relationship Management: Collaborate with cross-functional teams, including product development, sales, and customer success, to facilitate effective communication, address customer concerns, and drive resolutions for complex technical issues.
• Reporting and Analytics: Establish key performance indicators (KPIs), create reports, operational reviews and analyse data to measure and report on contact centre performance, identify trends, and proactively address areas of improvement.

Qualification: 

• Bachelor's degree in a related field or equivalent industry experience.
• Previous experience in a technical support contact canter management role.

Ingenico is proud to be an equal-opportunity employer and welcomes applications from candidates of all backgrounds.