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Customer Experience Leader
2 weeks ago
The Customer Operations Manager is a senior leadership role responsible for overseeing daily operations within the customer-facing and administrative contact centre teams.
Key responsibilities include:
- Leading high-performing operations, optimising resourcing, and driving performance across operational, customer, and people metrics.
- Leveraging operational data to generate insights that shape strategy, continuous improvement, and action plans.
- Developing frontline leaders through communication of a compelling vision and fostering a performance culture through strong leadership bench strength.
- Creating an engaged workforce aligned with the company's vision, driving a customer-first culture and effective interactions.
- Partnering with internal and external stakeholders to deliver service excellence and balanced performance outcomes.
- 8+ years experience in a contact centre or equivalent senior leadership role, including in-depth understanding of contact centre operations.
- Extensive contract management experience, including supplier management.
- Proven ability to lead, inspire, and motivate leaders.
- Advanced interpersonal and stakeholder management skills.
- Advanced communication skills able to effectively engage diverse audiences and build sustainable relationships.
- Bachelor's degree in Business or related field is desirable.
