Service Performance Improvement Specialist
1 day ago
Optimizing processes and building a high-performing culture requires collaboration with leadership to refine the service proposition and internal system performance, ultimately delivering exceptional customer experiences.
About Us
We unite behind our purpose to bring excitement to life for 2 million customers by over-delivering through our commitment to fun, challenging the status quo, and living our values. As part of the Flutter Group, we're a global player with a tight-knit group of teammates in Melbourne, Sydney, and Darwin.
We contribute significantly to the Australian economy through racing and sporting codes and are committed to having a positive impact in society by supporting our customers, communities, and employees. Our commitment to responsible gambling is genuine and demonstrated through various initiatives and tools.
About The Role
This role involves collaborating with team members and managers to deliver performance insights to build a high-performance culture internally and identify targets to increase service efficiency and performance under the Head of Service Operations.
Responsibilities Include:
- Develop and implement process improvement initiatives to enhance efficiency, reduce costs, and improve customer satisfaction.
- Establish and maintain key performance indicators (KPIs) for the Customer Relationship Management team to align with the Premium strategy.
- Streamline processes and workflows to enhance productivity and service quality.
- Work closely with Operations Specialists to improve workforce management and quality of service programs within the Premium team.
- Utilize data analysis and customer feedback to solve operational challenges and improve service delivery.
- Monitor and analyze KPIs to ensure operational goals are met.
- Develop and maintain dashboards and reports to track performance metrics.
- Provide regular updates and recommendations to senior management.
About You
You should have at least 4 years of experience in an optimization/transformation/process improvement type role within a similar industry or field. Proficiency in interpreting data and generating insights with analysis tools is essential. Excellent verbal and written skills with the ability to convey complex information clearly are also required. Experience with Salesforce Sales & Service platforms is preferred but not essential.
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