Outbound Contact Centre Manager

at  Corpay

Your role
The SME Manager leads Corpays retention, early-life servicing and proactive account management activity across Australia and New Zealand for our Small to Medium size customers. The SME manager is responsible for two teams; The Customer Success Advisors whose focus is on their Early-Life, ensuring they’re set up to ‘succeed’ through the rest of the customer lifecycle through various outbound campaigns along with managing/resolving any incidents or queries in a manner that drives advocacy and secondly the Account Management team who manage commercial negotiations and account closure requests, as well as driving value (upselling) and retention of our customers via outbound campaigns. This role is also responsible for ensuring these teams operate effectively, efficiently and profitably.
What you’ll be doing
What We Need
Corpay is currently looking for an Outbound Contact Centre Manager within our ANZ Operations division to take on a leadership position driving the strategy and tactics that improve retention across the business, revenue margins in negotiations, Share of Wallet and lifetime value. This position falls under our Customer Experience (CX) line of business and is based in our Ellerslie office. In this role, you will lead Corpay’s retention, early-life servicing and proactive account management activity across Australia and New Zealand for our small to medium sized customers. You will report directly to the Customer Services Director and regularly collaborate with the sales, credit, marketing, and product teams. Please note that the internal job title for this role is SME Manager
How We Work

As an Outbound Contact Centre Manager, you will be expected to work in a hybrid (3 days in office/2 days from home) environment. Corpay will set you up for success by providing:

• Workspace in Ellerslie office
• Company-issued equipment
• Formal, hands-on training

Role Responsibilities

The Outbound Contact Centre Manager is responsible for two teams. Firstly, the Customer Success Advisory team whose focus is early-life, ensuring customers are set up to succeed through the customer lifecycle using various outbound campaigns and managing/resolving any incidents or queries in a manner that drives advocacy. Secondly, the Account Management team whose focus is managing commercial negotiations and account closure requests, as well as driving value through upselling and retention of our customers via outbound campaigns. As the Outbound Contact Centre Manager, you’ll ensure that these teams operate effectively, efficiently and profitably. Other responsibilities may include:

• Drive staff retention & engagement
• Develop a team culture that fosters teamwork, take ownership of challenges and proactively address issues to maintain high service standards.
• Recruit, train and mentor call center staff, fostering a positive work environment and ensuring high levels of team engagement.
• Leverage systems like salesforce to manage CX team interactions, track performance metrics and generate reports.
• Achieve team KPI & Performance Objectives
• Ensure all outbound activities comply with relevant regulations and company standards and maintain quality assurance practices.
• Identify & implement proactive campaigns over multiple channels to reduce attrition and maximize customer satisfaction
• Negotiate pricing and bundling by making offers of credits and/or discounts according to Commercial Policy
• Educate customers on active product features, service offerings, billing, charges and product value
• Compile & present daily, weekly and monthly reporting on retention & servicing performance
• Ensure resolution of account queries and service requests are actioned within SLA’s
• Support the wider CX team by freeing up agents and adjusting priorities

Qualifications & Skills
You’ll be at an advantage in this role if you have strong leadership experience in a high-volume contact centre environment. Previous experience in a senior customer retention or account management role, preferably within the fuel card or similar B2B industry is also a plus. Must be able to motivate, inspire and develop a team, and be proficient using CRM tools and analytics platforms. This role will really suit a strategic thinker looking to drive innovation and continuous improvement.

Benefits & Perks

• Virtual fitness classes offered company-wide
• Robust PTO offerings including major holidays, vacation, sick, personal, & volunteer time
• Employee discounts with major providers (i.e. wireless, gym, car rental, etc.)
• Philanthropic support with both local and national organizations
• Fun culture with company-wide contests and prizes
• Work Anniversary Day Off
• Ongoing incentives and a people focused culture

Our Company & Purpose
Corpay is a global leader in business payments, laser focused on developing smarter ways for businesses to pay their expenses. Since 2000, Corpay has developed innovative digital solutions that help businesses better track, manage, and pay their expenses. Today, Corpay is an S&P 500 company with hundreds of thousands of customers using our products in over 200 countries. Companies of all sizes, industries and geographies rely on our product portfolio to manage spending more quickly, efficiently and securely than ever before.
We embrace a culture grounded in five key values: integrity, collaboration, innovation, execution and people. These values offer you the opportunity to ‘thrive & grow’ through career development, volunteer, community, and wellness initiatives. This allows you to create a balance between professional goals and personal achievement.

Corpay is also committed to building and nurturing a culture of diversity, inclusion, equality, and belonging by:

• Welcoming people of different backgrounds, cultures, ethnicities, genders, and sexual orientations;
• Empowering our people to share their experiences and ideas through open forums and individual conversations; and
• Valuing each person’s unique perspectives and individual contributions.

Embracing diversity enables our people to “make the difference” as Corpay and its more than 8,000 employees continue to shape the future of global payments.
Equal Opportunity/Affirmative Action Employer
Corpay is an Equal Opportunity Employer. Corpay provides equal employment opportunities to all employees and applicants without regard to race, color, gender (including pregnancy), religion, national origin, ancestry, disability, age, sexual orientation, gender identity or expression, marital status, language, ancestry, genetic information, veteran and/or military status or any other group status protected by federal or local law. If you require reasonable accommodation for the application and/or interview process, please notify a representative of the Human Resources Department.
About Corpay
Corpay is a global technology organisation that is leading the future of commercial payments with a culture of innovation that drives us to constantly create new and better ways to pay. Our specialized payment solutions help businesses control, simplify, and secure payment for fuel, general payables, toll and lodging expenses. Millions of people in over 80 countries around the world use our solutions for their payments.
All offers of employment made by Corpay (and its subsidiary companies) are subject to the successful completion of satisfactory pre-employment vetting by an independent supplier (Experian). This is in accordance with Corpay’s Resourcing Policy and include employment referencing, identity, adverse financial, criminal and sanctions list checks. We do this to meet our legal and regulatory requirements.
Corpay is dedicated to encouraging a supportive and inclusive culture among our employees. It is within our best interest to promote diversity and eliminate discrimination in the workplace. We seek to ensure that all employees and job applicants are given equal opportunities.
Notice to Agency and Search Firm Representatives: Corpay will not accept unsolicited CV’s from agencies and/or search firms for this job posting. Resumes submitted to any Corpay employee by a third party agency and/or search firm without a valid written & signed search agreement, will become the sole property of Corpay. No fee will be paid if a candidate is hired for this position as a result of an unsolicited agency or search firm referral. Thank you.

• Drive staff retention & engagement
• Develop a team culture that fosters teamwork, take ownership of challenges and proactively address issues to maintain high service standards.
• Recruit, train and mentor call center staff, fostering a positive work environment and ensuring high levels of team engagement.
• Leverage systems like salesforce to manage CX team interactions, track performance metrics and generate reports.
• Achieve team KPI & Performance Objectives
• Ensure all outbound activities comply with relevant regulations and company standards and maintain quality assurance practices.
• Identify & implement proactive campaigns over multiple channels to reduce attrition and maximize customer satisfaction
• Negotiate pricing and bundling by making offers of credits and/or discounts according to Commercial Policy
• Educate customers on active product features, service offerings, billing, charges and product value
• Compile & present daily, weekly and monthly reporting on retention & servicing performance
• Ensure resolution of account queries and service requests are actioned within SLA’s
• Support the wider CX team by freeing up agents and adjusting prioritie