Operational Efficiency Specialist
2 weeks ago
Company Overview
SMAART Recruitment is proud to partner with a leading national provider of employment, skills, and support services.
This company has a widespread presence throughout Australia, dedicated to delivering outstanding services to its partners and customers.
Salary
The salary for this role is aligned with experience, offering $70,000-$75,000 + superannuation.
About the Opportunity
You will join the workforce planning team and uphold key responsibilities in managing real-time operations for the contact centre.
This includes conducting quality checks on customer service interactions and providing valuable feedback to the team leader, who will directly manage performance to ensure success.
You'll play a crucial role in optimising operational efficiency and enhancing customer experiences.
By combining workforce management principles with quality analysis, you'll ensure smooth operations while driving agent performance and satisfaction.
Key Responsibilities:
- Monitor and analyse call interactions of the Customer Service team to provide actionable insights that enhance staff productivity and service quality.
- Adopt a forward-thinking approach to develop quality assurance programs and contribute to business growth strategies.
- Manage real-time workforce allocation to balance service levels and workflows across a 6-day rotational roster and multiple locations nationwide, including Adelaide, Melbourne, and Perth.
- Support the workforce planning team by forecasting staffing needs using data trends to ensure the centre operates at peak efficiency.
- Provide timely, detailed reporting for internal and external stakeholders.
Required Skills and Qualifications:
- Experience in managing real-time scheduling and quality analysis for phone-based service levels.
- Strong understanding of contact centre operations and customer service principles.
- Excellent attention to detail, with a passion for data analytics and process improvement.
Benefits
- Salary: $70,000-$75,000 + super.
- Flexible start date before Christmas or first thing in the new year.
- Hybrid flexibility: Work 3 days in-office and 2 days from home, with the convenience of an Adelaide CBD office.
- Professional growth: Access to an annual budget for training and development, with mentorship from experienced business leaders who are invested in your growth.
- Career advancement: Opportunities to develop new skills and progress within a dynamic organisation.
- Impactful work: Play a pivotal role in shaping vibrant futures for both customers and the community.
- Work-life balance: Flexible hours between 7am and 6pm to suit both your lifestyle and business needs.
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