Head of Operational Excellence
2 weeks ago
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 optimised resources and continuously improved processes.
Key Responsibilities- Enhance customer experience through streamlined processes and improved service delivery
- Develop and implement strategies to boost customer satisfaction and loyalty
- Drive the adoption of advanced contact centre technologies to enhance service delivery and optimise resources
- Implement workforce management strategies to ensure optimal staffing levels and agent performance
We are looking for a strategic leader with extensive people leadership and management experience at a senior level within large and complex organisations. You will have highly developed analytical, conceptual, and problem-solving skills, with the ability to build and bring teams on a journey. You will also have a strong level of resilience and growth mindset, open to trying new things and staying focused on the prize.
What We Offer- An opportunity to make your mark in a high-impact strategic leadership role
- Join a purpose-driven organisation delivering to Australian communities and families every day
- Transform our contact centre, the heart of our Parcel, Post & ECommerce division
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