Optimisation Manager

5 months ago

Sydney, Australia King Living Full time

Collaborative & inclusive working environment
- Established innovative Australian brand with huge growth potential
- Play a key role in shaping the customer experience on a global scale

Since 1977,
**King Living** has pioneered quality Australian design, continually pushing the boundaries of what furniture can achieve. Designed to adapt to our changing lives and last for generations, our furniture marries the power of innovation with traditional handcrafted methods.

**King Living** has expanded from a homegrown business into a global brand. A family owned and run Australian company headquartered from our Support Centre in Sydney, our Showrooms and manufacturing centres span Australia, New Zealand, United Kingdom, Canada, Singapore, Malaysia, China and Thailand.

At
**King Living**, we are dedicated to creating simplicity and balance in both our living spaces and our work environment. We take pride in our past accomplishments and are thrilled by the possibilities of the future.

**The Opportunity**:
As an Optimisation Manager you will work closely with the Customer Experience Senior Leadership Team, you will be responsible for fulfilling contact centre operational planning activities, reporting on this to the business, and making recommendations to improve CX operations on a global level. You will also be responsible for monitoring the success of these priorities and providing proactive insights and reporting to the Senior Manager to improve the overall customer experience.

**The Role**:

- Lead a team to optimise CX operations ensuring an effortless experience across all voice and digital channels
- Maintain oversight of process workflows to ensure contact centre operations run like clockwork. Using historical contact centre data to produce forecasts and capacity plans to guide decision-making
- Identifying and supporting operational improvements across the contact centre to deliver value to the business. Working closely with functional leaders to achieve this in a supportive and collaborative role
- Use analytics and people feedback from consultants, warehouse and product departments to proactively identify and lead process improvement opportunities that reduce customer effort
- Oversee and implement new platforms or technologies (including updates) - this includes the communication and education of our consultants and team managers
- Collate customer feedback and provide recommendations to the appropriate department regarding product design or other improvements
- Ensuring ongoing quality assurance activities are conducted to a high standard and in line with business requirements and reported promptly
- Working with team managers to set standards and advise on processes that promote a high level of quality in customer service delivery

**About You**
- 3+ years’ leadership experience in a frontline customer-centric role
- Demonstrated experience using the latest CRMs with an understanding of defining support processes. Zendesk experience is a bonus
- Proven leadership and team motivation skills
- Strong analytical skills and ability to provide strategic insights for service improvements
- Strong negotiation and influencing skills with evidence of engaging successfully
- Strong problem-solving skills
- Experience creating and delivering training materials and process documents
- Independent problem solver, capable of generating insights and recommendations

**King Living Benefits and Our Offer to You**
- Career development
- Supportive and friendly team environment with a true family feel
- Generous employee, family, and friends ‘product discounts
- Discounted health insurance, retail brands and vouchers
- Paid Parental leave
- Australian owned company with a growing global footprint
- EAP to support your ongoing health and wellbeing.
- King Living is an equal opportunity employer, all applicants will be considered regardless of your race, sexuality, religion, colour, gender identity or parental status._
- _
- To be considered for this role you must be an Australian Citizen or Permanent Resident with full working rights to work and live in Australia._

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