Delivering Exceptional Customer Experiences

3 days ago

Sydney, New South Wales, Australia beBeeCustomerSupport Full time $135,000 - $150,000

Are you looking for a challenging role that combines technical expertise with business acumen? As a Product Support Operations Delivery Lead, you will be responsible for driving the overall performance of customer support and services delivered to our customers.

Key Responsibilities
  • We are seeking an experienced professional who can proactively monitor customer support performance and services across various customer segments, products, and experiments.
  • Regular business reviews with senior stakeholders will help you stay on top of key metrics and identify areas for improvement.
  • Analyzing current state customer experiences and identifying root causes through data analysis is crucial in this role.
  • You will design business continuity plans for outsourced support and services, ensuring seamless operations.
  • Collaboration with internal technical teams is essential to drive success in this position.
  • Benchmarking contact centre operations against industry standards and competitors will help you identify best practices and innovations.
Requirements
  • A passion for delivering exceptional customer experiences and support is a must.
  • A minimum of 3 years of experience in a contact centre operations or performance management role, or as an operations analyst is required.
  • Deep understanding of contact centre operations and drivers of performance is necessary.
  • Data-driven, analytical, and detail-oriented skills are essential for this role.
  • Experience in forecasting and managing budgets is highly desirable.
  • Excellent written and verbal communication skills are required.
  • A proactive approach to problem-solving and a can-do attitude is essential.
  • Highly organized, able to multitask, prioritize effectively, and meet deadlines in a fast-paced environment.

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