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Real Time Operations Manager

3 weeks ago

Parramatta Park, Queensland, Australia beBeeOperator Full time $90,000 - $120,000
Job Description

As a key member of our Operations team, you will play a pivotal role in ensuring seamless customer-facing operations and supporting our Customer Service Centre.

Responsibilities will include:

  • Ensuring daily operations align with business objectives across various channels.
  • Monitoring schedules and resources to meet customer demand, adjusting for anomalies.
  • Contribution to forecasting, scheduling, and analyzing metrics to enhance customer service and resource management.
  • Tracking performance against Key Performance Indicators (KPIs) and escalating issues impacting service delivery.
  • Supporting scenario planning and designing or improving forecast models.
  • Handling administrative duties such as absence tracking and leave approvals.
Required Skills & Qualifications

To excel in this position, you will demonstrate:

  • The ability to identify data requirements, solve problems, and suggest improvements in workforce management processes.
  • Strong teamwork skills, assisting others, and contributing to achieving goals and deadlines.
  • Capability of presenting findings to stakeholders in a clear, concise manner.
  • Strong attention to detail and willingness to learn new skills.
  • Knowledge of Contact Centre performance metrics and experience with Excel and Workforce Management Systems.
About You

This role is ideal for individuals who possess excellent analytical and problem-solving skills, are proactive in identifying opportunities for improvement, and can work collaboratively as part of a dynamic team.