Head of Contact Centres

at  Avis Budget Group

We are searching for a Head of Contact Centres to join our team. Reporting to our Senior Commercial Director, Pacific and based in Mascot, Sydney where you will ultimately be responsible for the positive customer service experience.

KEY ACCOUNTABILITIES

• Oversees various teams of customer service and sales associates who handle leads, customer service inquiries and problems via phone and email.
• Monitors operations to ensure adherence to service level standards and company/department policies and procedures.
• Ensures professional and courteous customer support services are delivered to remote a productive and positive relationship with customers.
• Ensures adequate phone coverage, including making decisions regarding scheduling changes.
• Acts as an escalation point for resolving the most complex customer issues.
• Evaluate the quality of customer service associates’ calls from customers; provide feedback to reps on strengths and areas for improvement.
• Communicates with clients, vendors, and other departments to ensure quality service delivery and customer satisfaction.
• Serves as an escalation point for resolving the most complex customer issues.
• Responsible for performance appraisals, disciplinary actions, hiring/interviewing, promotions, and salary changes.
• Provides coaching and mentoring to contact centre supervisors and team leads and occasionally to customer service representatives.
• Approves and implement streamlining opportunities and process improvements.
• Coordinates customer service activities with other internal functions
• Tracks and reports contact centre performance against objectives and goals, i.e., quality, call volume, customer satisfaction, etc.
• May serve as a backup to more senior customer service management in their absence.
• Other related duties assigned as needed.

This fast-paced operation will see you overseeing various teams in our contact centres where you will shape and guide on providing a productive and positive outcome for our customers.
In this position it will see you travelling about 30% of your time between our centres so ability to travel will be crucial for this position.