Contact Centre Manager
THRIVE with us
Think banking is all about numbers? Think again.
Credit Union SA proudly serves over 54,000 members. As a member-owned organisation, we reinvest profits into better products, services and community initiatives. For over 65 years, helping people has been at the heart of everything we do. Credit Union SA is an equal opportunity employer that welcomes and values the unique contributions of all people.
We celebrate diversity and are committed to creating an inclusive workplace for all, including First Nations peoples and strongly encourage applications from people of all backgrounds, cultures, perspectives and experiences. We also support candidate requests for adjustment to accommodate disability or injury so that they can equitably participate in the selection process, so please don't hesitate to ask if you need any support.
About the Role
As our valued Contact Centre Manager, you will lead and manage our in-house Contact Centre Team, ensuring high performance, quality and compliance. You will drive the delivery of exceptional member experiences in line with our organisational Purpose & Values.
Reporting to the Executive Manager Experience Delivery, you will draw on your leadership expertise to develop and implement strategies to improve service quality and operational efficiency. You will also use your excellent communication skills to create an environment that helps your team thrive as well as providing coaching, support and development opportunities to both Senior Consultants and Team members.
In this high impact role, you will enable us to continue to make a position impact on our members and South Australian communities by:
- Leading and managing the Contact Centre Team, ensuring high performance, quality and compliance.
- Driving performance, whilst creating an engaging and enjoyable work environment that motivates the team to achieve its best.
- Developing and implementing strategies to improve service quality and operational efficiency.
- Providing coaching, support and development opportunities to both Senior Consultants and Team members.
- Monitoring and analysing performance metrics to identify areas for improvement.
- Collaborating with other departments to ensure seamless service delivery and address any issues promptly.
- Fostering a positive and inclusive team culture which aligns to our values.
- Ensuring compliance with legislative and Credit Union SA requirements.
What You'll Bring
To succeed in this role, you will have:
- Experience in diverse and complex contact centre environments.
- Expert knowledge of contact centre operations and systems, experience with Genesys would be a bonus.
- Proven ability to deliver contact centre management solutions and strategies.
- High levels of drive and energy plus a willingness to roll your sleeves up to assist our members.
- Excellent stakeholder management skills.
- Ability to motivate individual and team performance within a changing environment.
- Knowledge and experience in retail banking or financial services preferred but not essential.
Ideally you will also have:
- Advanced knowledge of Excel and the Microsoft Office suite of products.
- Strong conceptual, analytical, problem-solving and decision-making skills.
- A positive, proactive and results-driven mindset with a high level of personal accountability.
Why Credit Union SA?
At Credit Union SA, we channel the profits we generate back into our members and our communities. It's a purpose that inspires our people each day and when you join us, you'll find we're just as committed to ensuring you have the opportunities and support you need to THRIVE in all areas of your life.
Here are some of the benefits you'll enjoy at Credit Union SA:
- Take time out to fill your cup with four Thrive Days a year and a paid day off to celebrate your birthday.
- Learn, grow and progress your career with online training, internal and external development opportunities, study assistance, paid study leave and assistance for professional membership fees.
- Stay fit and healthy with access to our free on-site gym, well-being program and annual flu shots.
- Be rewarded for your outstanding contributions with our CEO Awards, Service Awards and Milestone Recognition.
- Need extra support? Our Employee Assistance Program provides you and your family with free, professional counselling whenever you need it.
- Make your pay go further with salary-sacrificing options and discounts on health insurance, general insurance, financial planning and loan products.
Are you ready to THRIVE?
Join Credit Union SA to make a positive impact on South Australian and your career.