APAC Contact Centre Lead Role

2 weeks ago

Sydney, New South Wales, Australia beBeeOperations Full time $130,000 - $142,000
Customer Support Operations Leader

We're seeking an experienced Customer Support Operations Leader to join our team. In this role, you will play a key part in driving the performance of our outsourced contact centres across APAC.

You will work closely with senior stakeholders and BPO partners to ensure service levels are met and the customer experience improves continually.

Key Responsibilities:
  • Monitor the performance of outsourced support teams and lead weekly business reviews with APAC Customer Success leaders
  • Work closely with BPO vendors to understand what's working and where improvements are needed, driving change accordingly
  • Investigate performance dips using data, lead action plans, and escalate when required
  • Analyse customer experience data to identify pain points and collaborate with internal teams to implement solutions
  • Forecast and manage support budgets, build business cases for new initiatives, and scale successful ones
  • Maintain business continuity plans to ensure consistent service through change or disruption
Requirements:
  • 5+ years' experience in a contact centre operations, performance, or analytics role
  • Direct experience in customer success operations
  • Confidence in storytelling through data and strong written/verbal communication skills
  • A deep understanding of contact centre drivers and operations
  • Experience with reactive support driving revenue outcomes is a plus
What We Offer:
  • Location: Sydney-based with hybrid working arrangements
  • Contractor perks include public holidays, a break between Christmas and New Year, and a handful of wellbeing days
Join Our Team:

As a Customer Support Operations Leader, you will have the opportunity to drive significant improvements in our contact centre operations and deliver exceptional customer experiences.

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