Contact Centre Manager

  • Tullamarine VIC 3043, Australia
  • Full-time
  • Job Field: Customer Experience Team Lead

Company Description

NEXTDC designs, builds and operates next generation data centres using cutting edge technology, providing local and international companies with premium data storage facilities that enable them to transition to a cloud computing environment. Going from strength to strength, NEXTDC is an ASX100 listed company with data centres in five capital cities.

At NEXTDC, we know that our success depends on the talents of our people and we foster a culture of continued learning and development. Our Culture is built on collaboration and innovation, we are passionate about what we do and we are committed to our mission to be the leading customer-centric data centre services company. 

Our Values help to define our culture. They're not words on a page, they're the behaviours and skills that are valued in team mates. We live our values of Straight Talk, Customer First, Frugal not Cheap, The Pursuits of Excellence, Bright Ideas and One Team each and every day.

Job Description

About you 

At NEXTDC the customer is at the heart of everything that we do! As an experienced Contact Centre Manager (known internally as a Customer Experience Manager) you’ll take the lead of our Customer Experience Centre and people management of our four Customer Experience Agents. You are a proactive problem solver with a passion for process improvement, there is plenty of opportunity to start from scratch and reinvent a better way of working! You will be skilled in data reporting and analytics and take the lead for all of our customer reporting, always looking for ways to streamline and improve the process and experience for our customers. With an ability to deliver high levels of sustained customer satisfaction you will drive continual service improvement and an outstanding customer experience.

The Role

You will be responsible for collaboratively responding to customer challenges and working with our internal teams to ensure compliance to SLAs and adherence to process and procedure. You will revise and develop processes to strength the Customer Experience Centre framework including the creation of reports, dashboards and metrics to present to Senior Management and customers. As a key player in our incident, risk and problem management processes you will work with business stakeholders to ensure customers are appropriately notified of key events. 

If this role sounds like something you’re looking for, please do get in touch! Please note that whilst you will be initially working from home this role is based at Tullamarine. 


Skills & Experience

  • Proficient in Incident Management and Response
  • Skilled in reporting, data analytics and metrics
  • In-dept knowledge of customer service management
  • Demonstrated experience driving process improvement from the ground-up
  • Experienced people manager
  • Ability to work collaboratively across all levels within the business