Service Delivery Manager

2 weeks ago

Perth, Western Australia beBeecustomer Full time $100,000 - $150,000

Customer Experience Leader

We are seeking a highly skilled Customer Experience Leader to drive operational success and exceptional customer service delivery across multiple channels. The successful candidate will lead our team in Joondalup, Perth, overseeing a group of Team Leaders responsible for delivering outstanding customer experiences.

About the Role

This is a hands-on leadership role that requires you to take ownership of daily operations, ensuring smooth and efficient service delivery. You'll play a key part in communicating company objectives to your team of Team Leaders, fostering a high-performance culture. Your leadership will be essential in coaching and mentoring Team Leaders to reach their full potential and achieve business goals.

Key Responsibilities

- Operational Management: Oversee day-to-day operations, ensuring efficient workflow and achievement of client Key Performance Indicators (KPIs).
- Leadership and Development: Lead, coach, and mentor a team of Team Leaders, fostering a high-performance culture and driving both team and individual success.
- Performance Management: Monitor and evaluate team and individual performance, providing regular feedback and implementing performance improvement plans.
- Client Relationship Management: Build and maintain strong relationships with clients, ensuring their needs are met and KPIs are achieved.
- Continuous Improvement: Analyze data, identify trends, and implement process improvements to enhance customer experience, service quality, and operational efficiency.
- Stakeholder Engagement: Collaborate effectively with internal and external stakeholders, fostering a positive and productive working environment.

About You

To be successful in this role, you will be a natural leader with a proven ability to inspire and motivate teams. You'll have exceptional communication and interpersonal skills, enabling you to build strong relationships with both your team and clients. Your strong analytical skills will allow you to interpret data, identify trends and drive process improvements.

Becoming Part of Our Team

We at Probe CX firmly believe that the strength of our organisation lies with the diversity and talent of our people. We foster an inclusive culture that embraces individuals of all backgrounds. Join us to become part of a collaborative team that values every individual's contribution.

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