Call Centre - Manager | Assistant Manager | Team Leader | Associate
Customer Service / Public Relations / Call Center
About the Employer
Job Description
JOB VACANCY - CALL CENTRE
Manager / Assistant Manager / Team Leader / Associate
As a diversified Australian group, we leverage our three growing brands—Safe Drive Car Rentals, iTechnology Australia, and Safe Travel and Tours—to provide seamless mobility and tech solutions. Our mission is to deliver reliable, innovative, and customer-centric experiences that keep people connected and inspired across the nation. We are committed to becoming a globally trusted brand, prioritising affordability and service excellence in every major city and tourist destination. By integrating cutting-edge IT with premier travel services, we ensure our customers remain at the heart of everything we do. If you are driven by growth and innovation, we invite you to join us in building the future of mobility.
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Manager - Call Centre
Key Responsibilities:
- Operational Workflow & Channel Management: Manage daily call centre workflows across inbound, outbound, and omnichannel operations to ensure efficiency and service levels.
- Real-Time Queue & Resource Optimization: Monitor real-time queue activity, agent availability, and call volumes; optimise staffing to meet targets.
- Process Refinement & Performance Analytics: Analyze processes and performance data; implement improvements to reduce handle times and improve customer satisfaction.
- Quality Assurance & Team Development: Conduct QA audits and provide coaching and training to enhance agent performance.
- Team Engagement & Retention: Implement recognition and incentive programs to maintain high morale and reduce turnover.
- Compliance & Data Governance: Ensure adherence to company policies, privacy regulations, and data protection standards.
Qualification:
- Leadership & Coaching: Strong people management capabilities to mentor, motivate, and retain talent.
- Problem Solving: Ability to de-escalate complex customer disputes and resolve operational bottlenecks quickly.
- Communication: Excellent verbal and written communication across all levels of the organization.
- Work Experience: 5+ years of experience in call centre operations, with at least 2 years in a supervisory or management role.
- Software Proficiency: Hands-on experience with contact centre platforms (Ring Central, Cisco, Genesys, Talkdesk) and CRM software.
- Data Analytics: Advanced proficiency in Microsoft Excel and/or Google Sheets and analytics tools for tracking agent performance and operational reporting.
- Work from Home Requirements & Setup: Collaborative scheduling with your team, reliable high-speed internet, quiet dedicated workspace, and availability to work a minimum of 40–48 hours per week.
- Age: Below 40 years
Assistant Manager - Call Centre
Key Responsibilities:
- Assist the Manager in daily operations, monitor performance, and support QA and coaching.
- Oversee escalations, drive process improvements, and assist in reporting and staffing decisions.
- Support training programs and collaboration with other departments to ensure consistent service delivery.
- Ensure compliance with company policies and data governance standards.
Qualification:
- 3+ years of call centre experience; prior leadership or supervisory exposure preferred.
- Strong communication, problem solving, and customer-service orientation.
- Software proficiency with contact centre platforms and CRM systems; data analytics skills a plus.
- Ability to work from home with a suitable setup; reliable internet and a quiet workspace.
- Age: Below 40 years
Team Leader - Call Centre
Key Responsibilities:
- Real-Time Queue Management: Monitor live queues and adjust staffing to meet service levels.
- Coaching & Mentoring: Provide regular coaching and performance feedback to agents.
- Quality Assurance & Training: Conduct QA activities and deliver targeted training to improve performance.
- Escalation Handling & Issue Resolution: Manage customer escalations and coordinate with supervisors as needed.
- Reporting & Analytics: Track operational metrics and prepare reports for management.
- Schedule & Resource Planning: Create and optimise schedules to ensure adequate coverage.
Qualification:
- 3+ years of call centre experience; at least 1 year in a supervisory or Team Leader role.
- Proficiency with contact centre platforms (Ring Central, Cisco, Genesys, Talkdesk) and CRM tools.
- Strong communication, problem solving, and customer-focused mindset.
- Ability to work from home with a suitable setup; reliable internet and quiet workspace.
- Age: Below 35 years
Call Centre Associate
Key Responsibilities:
- Inbound & Outbound Handling: Answer customer calls and messages; address inquiries and provide information.
- Issue Diagnosis & Resolution: Identify and resolve customer issues; escalate when needed.
- Customer Support & Experience: Deliver high-quality service and maintain customer satisfaction.
- Documentation & Data Entry: Log interactions in CRM and update customer records.
- Follow-Up & Feedback: Ensure follow-up actions and close applications; provide feedback to improve processes.
- Team Collaboration: Work with Team Leaders and Supervisors to resolve issues and share knowledge.
- Adherence to SLAs: Meet performance targets and contribute to a positive team culture.
Qualification:
- Prior customer service experience preferred; basic computer literacy; ability to navigate multiple software programs.
- Excellent verbal and written communication skills.
- Ability to work in a fast-paced environment and handle multiple tasks.
- Flexible working hours; willingness to work 40–48 hours per week.
- Proficiency with Microsoft Office/Google Workspace.
- Age: Below 35 years
Shape Your Future with iTechnology Australia – A warm, friendly, and supportive work environment offering growth opportunities, training, and benefits.
