Our Service Centre operates as the nerve-centre of the TOMRA operation, monitoring our systems across NSW, QLD, WA, VIC, NT and soon to be TAS. Our team minimise downtime, coordinate onsite maintenance and repairs, as well as provide Australia-wide customer service. The Service Centre operates two shifts a day, seven days a week.
Based in our St Leonards head office, our Service Centre Manager is responsible for leading this integral function of TOMRA by having a strong focus on polices, processes, continuous improvement and training.
What you’ll be doing:
- Focusing on maximizing Machine uptime and high customer satisfaction
- Accountable for Service Centre KPIs and ensuring these are appropriately cascaded down the team
- Overseeing and reviewing performance of all Service Centre team members and working with team members to drive results
- Maintaining an inclusive and collaborative culture within the Service Centre
- Training and development of team members, as well as coaching and empowering senior team members in their role
- Championing continuous improvement of Service Centre processes
- Acting as the conduit between the Service Centre and other teams, both within TOMRA and externally
- Generating regular reports for internal stakeholders on Service Centre performance
- Providing input to business activities on Service Centre capabilities, processes and customer feedback trends.
- Managing the Service Centre roster to ensure it is suitably staffed across all operating hours
To be a successful Service Centre Manager you will have:
- Proven success in a people leader role in a call centre environment, coupled with an understanding of performance metrics and KPIs to drive performance and continuous improvement
- Previous experience managing a team responsible for dispatching field technicians or similar to sites.
- Demonstrated understanding of call centre systems and workforce planning in this environment
- Previous experience with performance management, coaching and development
- Ability to use judgement and problem-solving skills to resolve people, operational, technical or customer issues with a high level of initiative and accountability
- Ability to build and maintain rapport with a range of stakeholders
- Outstanding communication skills, both written and verbal
- Passion for sustainability and environmentalism
- Proficient with Microsoft Office Products
- Experience using Salesforce Service Cloud or Field Service will be beneficial – however your ability to work with other similar systems will be highly regarded
Agency assistance is not required for this role- Please apply direct if you are interested.
Does this sound like you?! If so we would love to hear from you!
Find out more about TOMRA at: www.myTOMRA.com.au Facebook, Instagram, Twitter, and LinkedIn
