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January - March 2015

Hotspots

 

Outbound Telemarketers – We continue to see a shortage of skilled and experienced candidates with outbound sales experience. Employers are finding it difficult to recruit and retain experienced quality staff due to low salaries. Those employers who offer either enhanced financial entitlements or better non-financial rewards will see a higher calibre of candidate when recruiting.   

 

Multi-skilled Customer Service Officers Multi-skilled staff who can work across disciplines including customer service, sales and collections are in demand. We are seeing an increase in Federal Government vacancies that are either on a temporary or non-ongoing contract basis. Quite often these roles require applicants to have a broader skill set than those traditionally needed in a standard inbound customer service role. Specialist skills acquired from working in areas such as insurance claims or banking customer service are in demand.

 

Inbound Customer Service Representatives – Demand from outsourcing companies, particularly in the manufacturing, retail and industrial sectors is creating more permanent customer service roles. These industries seek candidates with solid experience in customer service from an order processing supply chain background. Local Councils are increasing their headcounts and there is demand for short-term temporary assignments. Experience within the government or public sector is highly desirable for any government employers.

 

Call Centre Managers Demand in financial services is currently strong, particularly in the areas of mortgages and wealth. Employers prefer candidates who have experience working in those sectors.

 

Team Leaders Strong Team Leaders are sought by financial services firms who are looking to promote from within as well as recruit externally.

 

Sales Managers Sales Managers with solid tenure are sought after in the market due to companies expanding the high volume outbound component of their business. This demand is expected to continue growing due to a shortage of senior candidates in the outbound environment.

 

Workforce Managers Employers are offering higher salaries for these roles in order to retain and attract professionals in this area.

 

 

Trends

 

The market is expected to remain consistent in the first quarter of 2015. There will continue to be a shortage of skilled Telemarketers as companies push to promote their brands in the wider market to attract new business.   

 

Both state and federal government departments currently have recruitment freezes in place, meaning they are only able to take on temporary staff or non-ongoing contracts. In a local trend, with the election of a new government in Victoria, it is still uncertain what public sector hiring intentions will look like. However, we are expecting a large number of temporary roles to be released in at the beginning of the quarter due to the changes.

 

Retail spending rose five per cent in October 2014 compared with October 2013, according to the Australian Bureau of Statistics.  This trend has created new jobs, both on a temporary and permanent basis. Despite this, employers are closely monitoring operating costs and are looking for ways to reduce them where possible. Therefore they are continuing to see the value of employing customer service staff on a temporary/contract basis to manage their fluctuating needs.

 

Finally, we note that in general employers are improving customer service levels by investing more in hiring quality customer service staff. They are also placing a greater emphasis on the training and development of these staff.

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