Contact Centre Manager | QLD - Brisbane

Job reference number: ALL/1335796E


When you work at Allianz, you’re part of a strong global insurer, helping to protect over 3 million Australians. You’ll have opportunities to grow and drive your career your way, work with people from all different backgrounds, and feel free to bring fresh thinking. And you’ll get the support you need to have an enriching career and enjoy what really matters to you.


Allianz Australia is committed to providing our customers with outstanding service and solutions at every point of contact, none more so than within our Customer Contact Centres. We are a high performing business; with offices centrally located, combined with a growing work from home presence. Our employees are engaged in a variety of functions who are constantly striving, improving and innovating to grow our business.

Due to internal moves, the opportunity has arisen to find a leader to take us on the next step of the journey. To be considered, you must be a high performing leader for a ‘sales and service' contact centre.

This role will see you leading a team of leaders and consultants as part of a national network. A senior and highly visible role assuming responsibility for delivering exceptional customer service to our partners and customers with a strong sales ethos. You will work with the Group Manager to set the strategic direction, lead change and ongoing continuous process and operational improvement. The key to success is the focus on our people ensuring trust, development, cohesiveness, performance and fun.

In return, we offer you a dynamic workplace culture, one that values and leverages the unique ideas, capabilities and experiences you bring. We believe this strengthens our ability to deliver on our business goals, particularly as it relates to innovation, growth and our focus on customers.

Responsibilities:

  • Day to day management of the Brisbane Contact Centre team, with visible and active management
  • Provide development, coaching and mentoring to create a high performing team
  • Contribute to the design and manage the consistent delivery of the centres operating model 
  • Communicate and translate our vision and strategy into meaningful goals for the Leaders and broader team
  • Challenge and develop business processes to drive an improved customer experience, cost efficiency and financial performance
  • Drive customer service, financial and people engagement measures within contact centre environment
  • Manage direct expenses, FTE and resource utilisation within budget
  • Active stakeholder management

What does success look like?

  • Previous experience in leading large customer contact centres, delivering sales and service customer outcomes
  • Working knowledge of telephony infrastructure and a broad knowledge of the contact centre industry including market awareness
  • Demonstrated success in leading sales and/or service teams to achieve outstanding results
  • Ability to create continuous improvement concepts and business plans
  • Exposure to emerging contact centre technologies including both inbound and outbound, lead management and web chat solutions
  • Commercial skills and demonstrated strategic management skills at a senior level
  • A demonstrated understanding and experience in leading multi-channel, multisite (including virtual workforces) in large contact centre environment.
  • Relevant tertiary skills are highly desired

Allianz Australia is a high performing organisation who is looking for ambitious, dedicated and motivated people who dare to take up new challenges. If this role sounds like the challenge you've been looking for, please submit your application today.

Come and work at a place where you matter.
Explore all our opportunities now at www.allianz.com.au/careers

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