Contact Centre Lead, Australia

JOB TITLE: Contact Centre Head, Australia

REPORTS TO: Managing Director, ANZ

LOCATION: Melbourne, Australia

Who we are

AXS Australia is a leading global ticketing, data, and marketing solutions provider and are the preferred ticketing partner for some of the largest venues and festivals, from The O2 Arena and The SSE Arena, Crypto.com Arena and Toyota Centre, Wembley to Barclaycard British Summer Time in Hyde Park.

AXS connects fans with the artists and teams they love. Each year we sell millions of tickets to thousands of incredible events – from concerts and festivals to sports and theater – at some of the most iconic venues in the world. Since our founding in 2011, we’ve consistently pushed the industry forward and improved experiences for fans, making it easier than ever to discover events, find the perfect seats, and enjoy unforgettable live entertainment, and we continue to lead the evolution of our industry today.

The Role

The Contact Centre Head is responsible for the strategic planning and execution of all Contact Centre operations.  

• Implements and reviews policies and operating structure of the contact centre. Sets standards and guidelines for customer interactions.
• Monitors the interactions to ensure that the expectations of the customers are met.
• Analyzes operations of the contact centre and oversees any efficiency improvements. Continually engaged in leading and inspiring their team in developing and documenting best practices in the performance of all duties and responsibilities. 

What you’ll be doing

• Responsible for development and adherence of annual department budget to attain the goals of the department
• Manage workflow and performance metrics, and proper scheduling of contact centre staff to accommodate business needs & peak volumes
• Maintains and improves call centre operations by monitoring performance; identifying and resolving problems; preparing and completing action plans; managing system and process improvement and quality assurance programs
• Develops and directs the management of the call centre to ensure customer satisfaction, improved call efficiency, low abandonment, and improved customer service and training
• Engaged in leading and inspiring team in developing and documenting best practices in the performance of all duties and responsibilities
• Develop and maintain effective staffing levels, training, coaching, on-going employee development and recognition
• Manage current policies and monitor areas of improvement
• Review and report analytics, rely on the analysis for all decisions in staffing

Skills and Experience we’re seeking

• Bachelor degree or higher preferred
• 5+ years’ management experience in a call centre environment
• Experience with strategic initiative development and implementation, specifically with operating policies and procedures, and work process improvements
• Strong analytical skills and the ability to drive change and manage long-term projects
• Excellent communication, management, interpersonal and leadership skills required
• Ability to adapt and remain flexible in a dynamic environment
• Coaching and mentoring experience
• Highly organized and ability to prioritize and manage time efficiently with the ability to handle stress in a fast-paced, high volume call centre environment
• Business-level Japanese fluency a plus

Note: This job description is not intended to be all-inclusive. Contact Centre Head, Australia may be required to perform other related duties as assigned.