The Opportunity

Our client is a well loved Australian fashion and lifestyle retailer with a loyal customer following and a genuine reputation for great service. They are looking for an experienced Call Centre Manager to lead their contact centre team and take ownership of day to day operations and performance.

This is a hands on leadership role where you will coach and develop a customer focused team, drive service levels and quality standards, and ensure every customer interaction reflects the brand's values.

Responsibilities

Leadership and Team Development

- Lead, coach and develop the Call Centre team to achieve individual and team performance objectives.
- Set clear expectations and provide regular feedback, coaching and support to build capability and performance.
- Foster a positive, engaged and customer-focused team culture built on collaboration, accountability and continuous improvement.
- Support recruitment, onboarding and training to ensure the team is equipped to deliver a high standard of service.
- Manage rosters, resourcing and workflow to maintain appropriate coverage and service levels.

Order Management and Customer Experience
- Ensure customer orders, enquiries, returns and exchanges are processed accurately and within required timeframes.
- Manage customer complaints, escalations and complex enquiries promptly and effectively.




- Monitor and manage disputed, fraudulent and unauthorised transactions in line with company procedure.
- Maintain accurate records of customer interactions, orders, refunds and complaints.
- Partner with internal teams to resolve order, payment and delivery issues.

Product Knowledge
- Ensure the team maintains strong knowledge of products, ranges, promotions, sizing and availability.Work closely with Retail, Product and Marketing teams to keep the team informed of new ranges and promotions.
- Support the development of training and resources to build product knowledge across the team.

About You

- Experience in a Call Centre managerial role is desirable, along with strong leadership and problem-solving skills.
- A natural people leader with excellent communication and interpersonal skills, and a genuine passion for coaching and developing others.
- High level of accuracy and attention to detail, with the ability to manage competing priorities in a quick-paced environment.
- Comfortable adapting to changing priorities, with strong time management and organisational skills.
- Customer first mindset, with the initiative and curiosity to find better ways of doing things and the compassion to support both customers and team members.

📌 Call Centre Manager (Melbourne)
🏢 JIVARO recruitment
📍 Melbourne