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General Manager - Contact Centre
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#739058
Remote / WFH
KPB Consultants
Job Description
Job Description
General Manager - Contact Centre
Role Overview
The GM Contact Centre will oversee company's multi-site contact centre operations.
This role is accountable for driving sales performance, improving compliance, managing cost per sale, and building systems to scale the centre year on year.
The GM will be responsible for workforce planning to ensure optimal agent availability until 12 am Sydney time, implementing new technologies, and establishing best-in-class processes to support existing and new product verticals.
Key Responsibilities
Strategic Leadership
- Develop and execute the contact centre strategy aligned with company's growth objectives.
- Drive continuous improvement in sales, NPS, lead consumption, and compliance.
- Expand contact centre capacity each year to support new business lines.
Operational Management
General Manager - Contact Centre
Role Overview
The GM Contact Centre will oversee company's multi-site contact centre operations.
This role is accountable for driving sales performance, improving compliance, managing cost per sale, and building systems to scale the centre year on year.
The GM will be responsible for workforce planning to ensure optimal agent availability until 12 am Sydney time, implementing new technologies, and establishing best-in-class processes to support existing and new product verticals.
Key Responsibilities
Strategic Leadership
- Develop and execute the contact centre strategy aligned with company's growth objectives.
- Drive continuous improvement in sales, NPS, lead consumption, and compliance.
- Expand contact centre capacity each year to support new business lines.
Operational Management
