Cultivating Emotional Intelligence with a Hybrid Skillset
The role of contact centre agents has evolved as technology reshapes customer interactions. While advanced tools like AI-driven support systems streamline processes, agents are increasingly expected to combine technical expertise with strong soft skills, such as empathy and emotional intelligence. Tenacity CX recognises that, as routine tasks become automated, the human touch is vital for handling complex issues and building genuine customer connections. By prioritising agents who can blend technology with personal care, they ensure a human-centric approach that meets the demand for personalised, empathetic service, ultimately exceeding customer expectations with both efficiency and impact.
Mastering Multichannel Communication for Seamless Customer Journeys
Today’s customer journey spans multiple channels — voice, chat, social media, and email — with customers expecting seamless, consistent interactions across platforms. Tenacity CX understands that by adopting an omnichannel approach, it enhances both efficiency and satisfaction.
Specialised Roles for a Range of Industries and Needs
Tenacity CX’s recruitment expertise spans various industries across Australia and New Zealand, including Banking & Finance, Insurance, Superannuation, Health, Technology, Government, Travel, Education, Telecommunications, FMCG and Utilities.
Tenacity CX handles roles on a permanent full-time, part-time, and temporary basis, covering diverse levels of seniority.
Our specialists recruit for all contact centre positions within the CX Ecosystem, including:
- Customer Service Specialists
- Claims Consultants
- Sales Consultants
- Retention Consultants
- Collections Consultants
- Live Chat Consultants
- Help Desk Advisors
- Team Leaders
- Managers
This range ensures that companies find the precise talent needed to meet their CX goals.
Why Tenacity CX for Frontline Recruitment?
Tenacity CX excels in contact centre recruitment, uniquely skilled in placing top talent for seamless multichannel interactions. Our focus on candidates with hybrid skills — technical expertise and emotional intelligence — ensures agents deliver meaningful, human-centered experiences. This approach elevates customer satisfaction and drives measurable client impact, setting a new standard in contact centre excellence.
Tenacity CX places talent with the skills and abilities to manage multichannel communication, ensuring a unified, high-quality experience.
At Tenacity CX, we know that finding the right candidate goes beyond simply matching skills to a job description. It’s about understanding the true needs of our clients and finding individuals who will thrive within their unique workplace culture. That’s why we take the time to conduct in-depth job briefings, allowing us to capture the complete picture of what each role requires.
When we partner with a client, we go beyond the basics, asking detailed questions that help us understand not only the technical skills needed but also the qualities, personality traits, and values that will help a candidate succeed in their team. By delving into specific challenges, growth opportunities, and team dynamics, we make sure that each placement is set up for long-term success and satisfaction — for both the candidate and the employer.
Through this commitment to understanding every role deeply, Tenacity CX can identify the best candidates who are not only skilled and experienced but also genuinely aligned with our clients' goals and culture. Our in-depth briefings ensure that each placement is meaningful, strategic, and poised for success, making a lasting impact on the businesses we serve.
Our Process:
Service Delivery & Post Placement Care:
At Tenacity, our commitment to quality placements doesn’t end when a candidate is hired. We offer comprehensive post-placement care, supporting our candidates as they transition into their new roles. This includes regular check-ins to ensure they’re settling in well, addressing any concerns, and providing ongoing guidance when needed. Our dedication to candidate care and satisfaction is reflected in our Sourcr reviews, where we receive valuable feedback to continually refine our approach.
Transparency is central to our recruitment process. We keep our clients informed every step of the way, sharing any areas of concern that may arise and discussing strategies to address them. We believe in setting clear, realistic timelines for every placement, ensuring that expectations are aligned. We don’t overpromise; instead, we focus on delivering what we commit to — finding the right fit for each role.
Our in-depth job briefings, post-placement care, and transparent approach create a recruitment experience that builds trust, ensures a high retention rate, candidate satisfaction and strengthens long-term partnerships with our clients and candidates alike.
Meet the Tenacity CX Frontline Recruitment Team
Led by Alicia Mar, Tenacity CX’s National Client Delivery Team embodies excellence in CX recruitment. Driven by expertise, empathy, and a commitment to connecting clients with top talent, Alicia and her team bring a dynamic, client-focused approach to every placement.
- Alicia Mar – With 20 years in recruitment and expertise in the contact centre and volume space, Alicia fosters consistent and clear communication and is committed to operational excellence. Alicia’s genuine care drives her and the team to delivering the best results.
- Robyn Kiely – Robyn’s exceptional attention to detail and people-first approach make her a standout in finding candidates who truly fit the role and company culture, adding long-term value to our clients’ teams.
- Alex Lorey – With her direct work experience in contact centres and customer-focused roles, Alex expertly blends industry insights with a sharp eye for talent. Passionate about her work, Alex is committed to delivering quality results and ensuring a lasting, positive candidate experience.
- Kayli Burgess – With a background in retail management, Kayli's friendly and empathetic approach allows her to effortlessly connect with candidates, ensuring their success in client environments. Trusted by both clients and candidates, she builds lasting relationships and provides personalised, supportive service.
Together, the Tenacity CX National Client Delivery Team delivers a personalised, high-quality recruitment experience that aligns technical skills with emotional intelligence to meet the modern demands of CX roles.
Partner with Tenacity CX for Elevated CX Recruitment
Ready to build a Customer Experience team that enhances satisfaction and drives loyalty? Partner with Tenacity CX to recruit empathetic, high-performing talent that sets your brand apart. Contact Us.