Head of Customer Service Operations

1 week ago

Sydney, New South Wales, Australia HRS Group Full time
Transform Business Travel with HRS Group

HRS Group, a pioneer in business travel, is revolutionizing the industry with innovative technology. As a leader in the field, we're seeking a seasoned professional to drive our customer service operations forward.

Key Responsibilities
  • Manage the daily operation of our call centre to ensure service delivery standards are met and maintained.
  • Provide cost-effective, high-quality service within agreed SLAs and timelines.
  • Develop and implement operational metrics and targets to drive team performance.
  • Oversee workforce schedules and manage shift operations to meet service and cost requirements.
  • Take end-to-end responsibility for the operation of the department to ensure costs are within budget.
  • Coach and develop individuals in the team to ensure targets are met and customer expectations are exceeded.
  • Identify and implement opportunities to enhance the customer service experience and optimize operational effectiveness.
  • Prepare and compile regular reports to monitor team efficiency and customer service.
Requirements
  • Previous experience as a Customer Service Centre Leader or equivalent.
  • Strong analytical skills and knowledge of call centre technologies.
  • Excellent knowledge of resource management and process improvement.
  • Ability to work in a fast-paced environment and build strong relationships with stakeholders.
  • Fluency in English, spoken and written.
About HRS Group

HRS Group is a global leader in business travel, committed to delivering exceptional customer experiences. Our entrepreneurial-driven environment offers a unique opportunity to contribute to a greater mission while growing personally and professionally.

Join our team and be part of a global network of innovators dedicated to transforming the travel industry.

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