General Manager - Contact Center & Customer Operations
Compare Club
Melbourne, VIC, Australia
Full Time
Work from Office
Required skills
Contact Centre Operations
CCaaS Platforms
NICE CXone
IPScape
Dialler Management
Workforce Management
Customer Service
Complaints Management
CRM Integration
Compliance
Team Leadership
Perks & benefits
Leadership opportunity, ownership of technology and operations, AI and digital customer engagement exposure, collaboration with Sales and Marketing teams
Job description
Compare Club is seeking a General Manager to lead contact centre technology, operations and customer service functions. The role owns contact centre operations, technology platforms, workforce management, customer service and complaints functions. Responsibilities include managing inbound and outbound operations, implementing and improving CCaaS platforms including IPScape and NICE CXone, improving dialler performance, managing workforce planning, establishing quality frameworks, ensuring compliance and leading distributed teams. The successful candidate will have extensive contact centre leadership experience, technology platform knowledge and commercial experience driving customer and revenue outcomes.
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