Contact Centre Operations Lead

4 days ago

Melbourne, Victoria, Australia beBeeCustomer Full time $90,000 - $120,000
Operations Team Manager

Deliver high-quality customer support services by effectively managing a team of skilled service operators.

Purpose:

To achieve maximum customer satisfaction and experience while developing the team, ensuring consistent service delivery and achievement of service levels.

Key Responsibilities:

  • Develop and manage Contact Centre operators to ensure efficient customer support services.
  • Implement customer-led initiatives and projects, incorporating training, resourcing, success measurement, script development, KPI setting, and activity forecasting.
  • Create a positive environment to uplift employee Net Promoter Score (eNPS) through regular One on Ones and quality reviews.
  • Foster collaboration and a One Team approach across the Contact Centre.

Requirements:

  • Customer-focused service delivery.
  • People management and leadership skills.
  • Ability to innovate while maintaining technical disciplines and structured frameworks.
  • Excellent communication, analytical, and computer skills.

Experience:

  • Shift lead or team lead roles in a contact centre or other people leadership positions.

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