Who Are We? 

Are Media is Australia’s #1 women’s lifestyle network. We connect with 90% of Australian women, igniting intention through our brands including The Australian Women’s Weekly, Better Homes and Gardens, Woman’s Day, marie claire, ELLE Australia, TV WEEK, New Idea, WHO, Australian Gourmet Traveller and BEAUTY/crew. With deep insights into what moves, inspires and excites women, we join commercial partners with audiences across print magazines, digital and social channels, TV, video, Australia’s biggest online communities, content commerce and immersive experiences. We create content Australians love across food, fashion, beauty, homes, entertainment, and lifestyle and through our Change AREgenda we drive meaningful and positive change for women.

Are Media employs Australia’s best content creation talent and we are proud that our greatest strength is our people. 

Why Are Media?   

Join Australia’s leading content company for women and be part of an inspiring, creative and collaborative team. We offer excellent people programs including:

• A day of leave for your birthday,
• 4 days of volunteering leave each year,
• An inclusive parental leave program that supports all parents, families & carers,
• FREE digital access to all our titles, and
• Our unique Are Media Learning Academy (Digital Academy, Lunch N Learns, Mentoring and much more).    

At Are Media, you'll be in the office four days a week, with one day to work from home. 

About the role

This role is responsible for managing the day-to-day operations of the offshore Contact Centre, ensuring service levels, productivity, and quality standards are maintained. Monitoring customer feedback, complaint trends, and service improvements is critical to ensuring a high standard of customer experience.

Duties

CManage offshore Contact Centre activity to ensure service levels, KPIs and productivity targets are met
Lead coach and mentor Contact Centre team Leads
Monitor and analyse customer feedback, complaints and satisfaction metrics
Drive initiatives to improve customer service quality and resolution times
Provide insights and reporting
Ensure compliance with internal polices and regulatory requirements
Process and Quality Improvements
Lead and support initiatives to enhance Contact centre

Skills and experience

Experience leading high performance teams
Strong Operational and Analytical Skills
Customer Experience Expertise
Problem solving and Process Improvement
Familiar with Contact centre systems and reporting tools
Capacity to lead initiatives that improve operational efficiency and customer experience
Experience managing projects, implementing change and delivering measurable outcomes

Are Media is a proud member of Media Diversity Australia, a not-for-profit organisation working towards a media landscape that looks and sounds like Australia. We are committed to fostering diverse, respectful, collaborative & inclusive workplace. We know & value the success this brings for everyone and we welcome & encourage applications from diverse backgrounds. When you apply, please let us know of any reasonable adjustments you may need during the interview process. 

Please apply now and send your CV via the link.