Head of Operational Excellence

4 weeks ago

Melbourne, Victoria, Australia Australia Post Full time
About the Opportunity

We are seeking a highly skilled and experienced leader to join our team as the Head of Operational Excellence. This critical role will be responsible for driving the efficient and effective management of our Contact Centre operations, delivering high-quality customer outcomes with optimized resources and continuously improved processes.

Key Responsibilities
  • Enhance customer experience through strategic initiatives focused on performance improvement, technology adoption, and service innovation.
  • Lead the development and implementation of frameworks that foster a culture of operational excellence, streamline workflows, and drive sustainable growth.
  • Streamline processes to reduce operational costs while maintaining or improving service quality, ensuring the contact centre operates at maximum productivity with minimal waste.
  • Develop and implement strategies to boost customer satisfaction and loyalty through faster response times, personalized interactions, and consistent service quality across all channels.
  • Drive the adoption of advanced contact centre technologies to enhance service delivery, optimize resources, and support scalability.
  • Implement workforce management strategies that ensure optimal staffing levels, agent performance, and employee engagement, contributing to improved operational outcomes and reduced attrition.
About You

We are looking for a strategic leader with extensive people leadership and management experience at a senior level within large and complex organisations. You should have highly developed analytical, conceptual, and problem-solving skills, with the ability to build and bring team members on a journey. You should also be a strong relationship builder, able to build relationships and influence across a broad set of functions and stakeholders.

What We Offer

An opportunity to make your mark in a high-impact strategic leadership role, working with a purpose-driven organisation that delivers to Australian communities and families every day. We offer a collaborative and inclusive work environment, with a focus on diversity and inclusion. We are committed to providing an inclusive and barrier-free recruitment process and workplace for those living with a disability and are committed to reviewing and removing bias in our processes to create a gender-equitable recruitment experience and workplace.

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