• East Melbourne location
• High profile global organisation
• Competitive Salary and attractive salary packaging available

About us

Save the Children is the world’s largest independent child rights development organisation, making a difference to children’s lives in more than 100 countries. From emergency relief to long-term development, Save the Children secures a child’s right to health, education and protection.

About the role

The role of the Call Centre Manager is to manage the relationship with these providers to ensure that SCA’s donor service and ‘sales’ objectives are met. Working in the Donor Marketing team, this role will manage both the strategic and operational aspects of the outsourced call centres and be responsible for the results that are delivered through these organisations.

Strategic aspects of the role include managing the annual call centre cost and revenue budgets and providing long-term planning of call campaign types and volumes. Operational aspects of the role include management of activity to agreed KPIs, scheduling of campaign activity in conjunction with segment managers, ensuring that reporting meets SCA’s requirements, arranging and delivering campaign specific training to agents and ensuring that data transfers between suppliers and SCA operate effectively. This is a hands-on role that will involve travel to various call centre locations in Melbourne and Sydney.

You will have

• Significant experience working in a call centre environment in a managerial capacity
• Strong commercial skills including the ability to:
• Develop and implement sound annual plans for all call centre activity
• Calculate and understand profit and loss, return on investment, cost of acquisition and retention metrics
• Sales and/or sales training experience
• Strong motivational, management and training skills
• People management skills and KPI management of staff
• Experience in managing budgets and priorities to meet agreed goals
• High attention to detail
• Highly developed communication skills
• Strong organisational skills; able to manage multiple priorities at any one time
• Ability and/or experience in business improvement
• Passion for the cause of Save the Children
• Self-starter and highly motivated
• Competent in using Microsoft Office suite

Why work with us

• Competitive salary
• Generous Salary packaging
• Purchase Leave and bonus leave scheme
• Inner city fringe location
• Friendly and flexible work environment