Efficiency Improvement Specialist

2 weeks ago

Sydney, New South Wales, Australia beBeeTransformation Full time $120,000 - $180,000
Business Transformation Opportunity

We are seeking a highly skilled and motivated individual to join our team as a Process and Change Lead. This is an exciting opportunity for someone who is passionate about business transformation and digitisation.

The successful candidate will be responsible for the end-to-end delivery of our newly formed Efficiency Program, working closely with key stakeholders across the business to understand and drive operational improvements in our Contact Centre.

  • Hands-on research to define the Efficiency Program, including observation, best-practice insights, and leveraging global expertise.
  • Documentation and socialisation of the Efficiency Program with all key stakeholders.
  • Co-ordination of working groups, building business cases, and delivering the Efficiency Program alongside existing Assisted Channels stakeholders.
  • Communication and training to impacted employees and stakeholders to ensure embedment of initiatives delivered.
  • Regular project reporting and benefits analysis.

The ideal candidate will have strong experience in translating customer and/or employee journeys into specific processes and requirements from a change-focused role, as well as hands-on experience delivering and influencing change within a contact centre environment.

A deep understanding of contact centre processes and procedures, centered on efficiency improvement, is essential. The candidate should also possess a customer and employee experience-focused mindset, with strong attention to detail and an analytical and data-driven focus.

Additionally, the ability to influence and collaborate with stakeholders, creating trust to move towards a common goal through excellent communication skills, is crucial.

What We Offer
  • Annual rest day - an extra day of leave.
  • Annual impact day - volunteer to have an impact on the community.
  • Encouraged work/life balance, with a flexible combination of work from home and work in office.
  • Employee Wellbeing Program to support your wellbeing.
  • Parental Leave of up to 20 weeks paid leave to eligible employees.
  • Discounted ING Home Loans and Health Insurance.
  • Access to over 16,000 professional and personal development courses.

At our organisation, we value individuality and encourage people to think differently, take ownership of their work, and make great things happen. We're here to help you get ahead and offer a supportive and fun work environment.

We are committed to celebrating success and have been recognised as a WGEA Employer of Choice for Gender Equality and certified Family Inclusive workplace.

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