Customer Service Operations Manager

4 days ago

Melbourne, Victoria, Australia beBeeCustomerSupport Full time $103,091 - $124,954

Job Overview

We are seeking a seasoned leader to oversee and enhance the operations of our support centre team, focusing on efficient, effective, and customer-centric solutions.

Key Responsibilities:

  • Lead and supervise the day-to-day activities of the support centre team, ensuring high-quality outcomes that meet customer needs.
  • Develop and implement organisational changes affecting customer support operations, ensuring smooth transitions and minimal disruption.
  • Drive best practices and ensure policies and procedures align with customer requirements, focusing on efficiency and customer experience.
  • Analyse call centre data, prepare reports, and identify areas for improvement to maximise customer satisfaction and operational efficiency.
  • Address complex or escalated customer issues, providing effective solutions and identifying training needs.
  • Establish and enforce service standards that reflect our values, ensuring the team consistently meets or exceeds these standards.
  • Provide ongoing guidance, coaching, and training to enhance team performance, boost morale, and meet performance goals.
  • Collaborate with other departments to address training needs, resolve recurring issues, and enhance workflow efficiency.

Requirements:

To succeed in this role, you should have experience in customer service management or leadership, with a strong ability to lead and motivate a team. You will need excellent communication and problem-solving skills to handle complex customer issues and make decisions that balance customer satisfaction with operational efficiency.

What We Offer:

Join a global industry leader offering a fulfilling workplace. Enjoy hybrid working arrangements, on-site parking, access to discounted health insurance, peer-to-peer recognition, and a wellbeing committee focused on mental health, community engagement, diversity & inclusion, social & amenities.

Our commitment to diversity and inclusion means we welcome applications from all qualified candidates without regard to age, race, colour, religion, sex, sexual orientation, gender identity, national origin, disability, Veteran status, or other protected characteristics.

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