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Contact Centre Manager

Ali Hassan

Ali manages ninety people, helps hundreds of customers, and says his team is one of the main reasons he loves coming to work every day.

Before joining the Commonwealth Bank, Ali didn’t have any real experience in the financial industry. However, working in the retail and hospitality industries had made Ali realise he enjoyed customer service – so he applied for a job as a Commonwealth Bank Customer Service Representative at his local branch.  That was ten years ago and Ali hasn’t looked back.  His dedication, innate talent for sales and friendly personality have seen him progress from Customer Service Representative to Branch Manager, then Team Leader and most recently, Contact Centre Manager.


1. What do you love most about your job?

I love being able to support the people in my team so that they can learn and grow. Being able to assist our customers with their financial needs and making their dreams happen is very rewarding.

2. What qualities do you think a person would need to have in order to do really well in your role?

They’d need to be self-motivated, outcome-driven and be a team player - with a passion for helping others.

3. Do you feel the Commonwealth Bank is committed to helping you grow and develop your skills?

Absolutely. I receive plenty of support on the job with ongoing training and feedback. I am always being taught new tasks and faced with new challenges that help me grow. The Bank also offers plenty of in-house courses to help you develop specific skills to better perform in your existing role and prepare for any future career plans.

4. Would you recommend your job to your friends, and if so, why?

Definitely! You work with fantastic people, for a flexible employer and have great incentives for performing well.

About the role

A Contact Centre Manager is responsible for managing and leading a team of Team Leaders, Assistant Team Leaders and Customer Service Representatives to achieve success in service and sales outcomes.  The Contact Centre Manager is accountable for the overall performance of the team. Their overall focus is to lead and manage each team to achieve their KPIs - including operations, sales and service results and customer experience. Contact Centre Managers work with a variety of people and are constantly learning. They can also actively contribute to their team’s success by helping individuals work towards career goals. 

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