Contact Centre Operations Lead, Apac

Intuit is a mission-driven, global financial platform company that gives everyone the opportunity to prosper. We are using technology to build solutions to challenging financial problems for millions of people around the world.

The Customer Success team delivers award-winning service and support experiences to small business owners and accountants using our products, including QuickBooks Online, QuickBooks Advanced, QuickBooks Online Accountant, and QuickBooks Payroll.

Our approach to customer success is transforming and is always focused on achieving the highest levels of customer experience. We do this through customer-focused thinking, which powers customer retention and growth. Our mindset is deeply customer obsessed and solves for customer pain through data-driven insights, innovation, and ongoing process improvement.

As a Contact Centre Operations Lead in the APAC Customer Success team, you will be responsible for monitoring the performance health of our customer support and value-add service offerings for all customer segments. You will work closely with managers of our outsourced BPO contact centres to ensure performance standards are maintained within budget.

1. Proactively monitor the overall performance of customer support and services delivered to our customers across customer segments, products, and experiments.
2. Provide regular 'health of the business' updates to senior stakeholders such as the Head of Customer Success and the International CS Director, including preparation and leading the weekly APAC CS business review.
3. Attend internal and external WBRs, MBRs, and QBRs to gain deep insights into the performance of our outsourced BPO sites, identifying areas of success and opportunities for improvement.
4. Initiate data-driven analysis into the root causes of drops in performance.
5. Oversee the development of robust action plans to bring performance back on track, working with internal stakeholders to execute these plans and ensure accountability.
6. Lead escalations to senior management when performance is at risk of going off track, using judgment to determine when to escalate.
7. Analyze current customer experience data, validate root causes through quantitative and qualitative data points, and deliver insights and recommendations to drive improvements.
8. Design business continuity plans for outsourced support and services, including documented processes for service disruptions and thresholds for exercising defcon levers.
9. Partner with CX, Commercial, and Programme Management teams to operationalize experiments and improvements to existing human-assisted experiences, including technical and process changes.
10. Conduct regular in-person focus groups with frontline outsource teams and remote call listening to identify experience opportunities, engaging with stakeholders to address pain points.
11. Collaborate with capacity planning and forecasting teams to ensure accurate forecasting and sign off on outsourced capacity needs.
12. Manage the budget for outsourced support and services, ensuring delivery within budget and forecasting the financial implications of new services or experiments.
13. Create business cases for transitioning experiments into full production and present to senior leadership for approval.
14. Perform industry and competitor benchmarking to identify best practices and innovations in contact centre operations.
15. You are passionate about delivering world-class support and service experiences to delight customers.
16. You have a deep understanding of contact centre operations and performance drivers.
17. You are highly data-driven, analytical, and detail-oriented.
18. You have significant experience forecasting and managing multi-million dollar budgets.
19. You excel at storytelling through numbers, with confident written and verbal communication skills.
20. You possess strong executive presence and can engage in debates with senior leaders about proposed actions.
21. You are proactive, with a can-do attitude towards problem-solving.
22. You are highly organized, capable of multitasking, prioritizing effectively, and meeting deadlines in a fast-paced environment.
23. You are willing to get involved in projects, including data analytics and call quality management.
24. You are inquisitive, curious, and eager to stay updated on industry trends and methodologies.
25. You proactively build strong relationships with peers globally and cross-functional stakeholders.

• 3+ years of experience in contact centre operations, performance management, or as an operations analyst.
• A minimum 2:1 undergraduate degree in a related field is desirable.
• Experience in driving revenue growth outcomes via reactive support interactions is desirable.

• This role is Sydney-based, aligned with our hybrid work policy.