Outbound Contact Centre ManagerApply
Locations: Auckland
Time Type: Full time
Posted on: Posted 11 Days Ago
Job Requisition ID: R05025
Your roleThe SME Manager leads Corpay's retention, early-life servicing and proactive account management activity across Australia and New Zealand for our Small to Medium size customers. The SME manager is responsible for two teams: The Customer Success Advisors and the Account Management team. This role is also responsible for ensuring these teams operate effectively, efficiently and profitably.
What you'll be doingWhat We Need Corpay is currently looking for an Outbound Contact Centre Manager within our ANZ Operations division to take on a leadership position driving the strategy and tactics that improve retention across the business, revenue margins in negotiations, Share of Wallet and lifetime value. This position falls under our Customer Experience (CX) line of business and is based in our Ellerslie office. In this role, you will report directly to the Customer Services Director and regularly collaborate with the sales, credit, marketing, and product teams. *Please note that the internal job title for this role is SME Manager*
How We Work As an Outbound Contact Centre Manager, you will be expected to work in a hybrid (3 days in office/2 days from home) environment. Corpay will set you up for success by providing:
Workspace in Ellerslie officeCompany-issued equipmentFormal, hands-on trainingRole Responsibilities The Outbound Contact Centre Manager is responsible for two teams. Firstly, the Customer Success Advisory team whose focus is early-life, ensuring customers are set up to succeed through the customer lifecycle using various outbound campaigns and managing/resolving any incidents or queries in a manner that drives advocacy. Secondly, the Account Management team whose focus is managing commercial negotiations and account closure requests, as well as driving value through upselling and retention of our customers via outbound campaigns. Other responsibilities may include:
Drive staff retention & engagementDevelop a team culture that fosters teamwork, take ownership of challenges and proactively address issues to maintain high service standards.Recruit, train and mentor call center staff, fostering a positive work environment and ensuring high levels of team engagement.Leverage systems like Salesforce to manage CX team interactions, track performance metrics and generate reports.Achieve team KPI & Performance ObjectivesEnsure all outbound activities comply with relevant regulations and company standards and maintain quality assurance practices.Identify & implement proactive campaigns over multiple channels to reduce attrition and maximize customer satisfactionNegotiate pricing and bundling by making offers of credits and/or discounts according to Commercial PolicyEducate customers on active product features, service offerings, billing, charges and product valueCompile & present daily, weekly and monthly reporting on retention & servicing performanceEnsure resolution of account queries and service requests are actioned within SLA'sSupport the wider CX team by freeing up agents and adjusting prioritiesQualifications & Skills You'll be at an advantage in this role if you have strong leadership experience in a high-volume contact centre environment. Previous experience in a senior customer retention or account management role, preferably within the fuel card or similar B2B industry is also a plus. Must be able to motivate, inspire and develop a team, and be proficient using CRM tools and analytics platforms. This role will really suit a strategic thinker looking to drive innovation and continuous improvement.
Benefits & Perks Virtual fitness classes offered company-wideRobust PTO offerings including major holidays, vacation, sick, personal, & volunteer timeEmployee discounts with major providers (i.e. wireless, gym, car rental, etc.)Philanthropic support with both local and national organizationsFun culture with company-wide contests and prizesWork Anniversary Day OffOngoing incentives and a people-focused cultureOur Company & Purpose Corpay is a global leader in business payments, laser focused on developing smarter ways for businesses to pay their expenses. Since 2000, Corpay has developed innovative digital solutions that help businesses better track, manage, and pay their expenses. Today, Corpay is an S&P 500 company with hundreds of thousands of customers using our products in over 200 countries.
We embrace a culture grounded in five key values: integrity, collaboration, innovation, execution and people. These values offer you the opportunity to 'thrive & grow' through career development, volunteer, community, and wellness initiatives.
Corpay is also committed to building and nurturing a culture of diversity, inclusion, equality, and belonging.
Equal Opportunity/Affirmative Action Employer Corpay is an Equal Opportunity Employer. Corpay provides equal employment opportunities to all employees and applicants without regard to race, color, gender (including pregnancy), religion, national origin, ancestry, disability, age, sexual orientation, gender identity or expression, marital status, language, ancestry, genetic information, veteran and/or military status or any other group status protected by federal or local law. If you require reasonable accommodation for the application and/or interview process, please notify a representative of the Human Resources Department.
About CorpayCorpay is a global technology organisation that is leading the future of commercial payments with a culture of innovation.
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