Customer Care Centre Operational Lead

24 hours ago

Brisbane, Queensland, Australia beBeeOperational Full time $100,000 - $150,000

About the Job

This is a fantastic opportunity for a highly skilled Operations Manager to lead our contact centre operations. The role entails ensuring customer service levels, team performance & development, financial KPIs, and operational plans are effectively managed.

Responsibilities:

  • Contact Centre Operations: Deliver successful operations across all contact channels and types.
  • Capability Development: Partner with Quality and Training teams to ensure capability is trained, sustained, and enhanced throughout delivery areas.
  • Communication and Feedback: Foster effective communication among the team, encourage feedback, and incorporate customer insight to elevate the customer experience.
  • Strategy Implementation: Collaborate with the CCC Manager to implement the Customer Care Centre strategy.
  • Workforce Compliance: Ensure compliance in workforce practices, supporting and managing workplace complaints, and delivering resolutions in line with accepted practice.
  • Personal Development: Maintain deep operating knowledge of applicable employment instruments and their operational requirements.
  • Team Capability Views: Ensure quality assessments are applied into training plans maintained by Team Leads, forming the bridge between customer need and agent skills, knowledge, and customer service standards.
  • Team Leader Development: Continuously review and enhance Team Leader capabilities, supporting them to build and maintain high-performing teams.

About You

To succeed in this role, you will need to be a results-driven and outcome-focused individual with:

  • Extensive Contact Centre Experience: Preferably within a product sales business or multi-brand retailer.
  • Budget Management and Service Design: Proven experience working with budget management and service design and delivery.
  • Team Management: Extensive experience managing large, multi-skilled teams and developing leader capabilities.
  • Remote Workforce Management: Experience managing a remote and regional workforce, preferably with experience managing a New Zealand workforce.

Rewards and Benefits

You will enjoy work-life balance through flexible work practices, commitment to professional development, ongoing opportunities for progression, generous team member discounts, and perks programs.

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