Outbound Contact Centre Manager

4 months ago

Auckland City, New Zealand Corpay Full time

Your role

The SME Manager leads Corpays 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 whose focus is on their Early-Life, ensuring they’re set up to ‘succeed’ through the rest of the customer lifecycle through various outbound campaigns along with managing/resolving any incidents or queries in a manner that drives advocacy and secondly the Account Management team who manage commercial negotiations and account closure requests, as well as driving value (upselling) and retention of our customers via outbound campaigns. This role is also responsible for ensuring these teams operate effectively, efficiently and profitably.

What you'll be doing

What 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 lead Corpay’s retention, early-life servicing and proactive account management activity across Australia and New Zealand for our small to medium sized customers. 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 office
- Company-issued equipment
- Formal, hands-on training

Role 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. As the Outbound Contact Centre Manager, you’ll ensure that these teams operate effectively, efficiently and profitably. Other responsibilities may include:

- Drive staff retention & engagement
- Develop 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 Objectives
- Ensure 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 satisfaction
- Negotiate pricing and bundling by making offers of credits and/or discounts according to Commercial Policy
- Educate customers on active product features, service offerings, billing, charges and product value
- Compile & present daily, weekly and monthly reporting on retention & servicing performance
- Ensure resolution of account queries and service requests are actioned within SLA's
- Support the wider CX team by freeing up agents and adjusting priorities

Qualifications & 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-wide
- Robust PTO offerings including major holidays, vacation, sick, personal, & volunteer time
- Employee discounts with major providers (i.e. wireless, gym, car rental, etc.)
- Philanthropic support with both local and national organizations
- Fun culture with company-wide contests and prizes
- Work Anniversary Day Off
- Ongoing incentives and a people focused culture

Our 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 b

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