EMPLOYMENT OPPORTUNITIES
Salvos Stores is the retail arm of The Salvation Army Australia and operates over 320 retail stores nationwide. Salvos Stores operates as a fully functioning retail business, recycling preloved goods and relying heavily on the generosity of the public. Salvos Stores has an exciting opportunity for you to join our team as the Call Centre Manager, located in either Melbourne or Sydney, reporting directly to the General Manager, Customer and Strategy – Salvos Stores. This is a wonderful opportunity to work as a leader across Salvos Stores to manage the end to end delivery of outstanding customer service experience for all in-bound and out-bound calls to and from Salvos Stores nationally. The Role Your role as Call Centre Manager will include but not be limited to the following: Train, coach and manage the growth of the Call Centre tam by mentoring and developing the team to meet our customers’ needs and future business needsDevise appropriate training suite with our Retail Training and Capability team to upskill the Call Centre team and improve overall customer experienceCreate and execute national operational strategies for improvement in overall customer experienceForecast and analyse expenditure data against budgeted figures on a weekly and monthly basis to ensure expenditure sits within the budgeted parametersUnderstand current state and gaps in the existing end-to-end workflow to effectively identify appropriate solutions to bridge these gapsDevelop and cultivate relationships with key internal and external stakeholders for the benefit of the call centre functionWork collaboratively with colleagues, subject matter experts and other stakeholders to ensure that the service delivery is responsive to client needs, whilst maintaining a high level of integrity, inclusive of customer related dataFoster a workforce who is conscious of how they can contribute to community engagement and empower the workforce to actively pursue those initiatives You As the successful applicant you will have the following: Tertiary qualification in Business, or a related equivalentStrong track record in managing and leading a national and multi-site team within a call centre environmentDemonstrated leadership skills and strong performance management experienceProven ability to think and plan strategically with excellent analytical and problem solving skillsMust maintain a current and valid police checkAble to travel regularly to Melbourne or Sydney As someone known for your integrity, you will relate to The Salvation Army Values and mission. Working for Salvos Stores is a rewarding experience, which goes beyond a normal job and allows you to give something back to the community. Applicants will be required to consent to a Police Check. To apply for this position please submit your application online via Salvos Stores Employment Opportunities webpage careers.salvosstores.com.au Applications close 6 September 2019
100000
AUD
Australia - VIC
Melbourne - All locations
Noble Park
3174
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