Operational Excellence Manager

3 days ago

Melbourne, Victoria, Australia beBeeTeamLead Full time $80,000 - $105,000

About this Role:

Job Overview:

We are seeking a highly experienced Team Lead to join our Service Department. This full-time position will see you leading a team of Service Controllers, ensuring an exceptional experience for our customers while driving continuous improvement.

The successful candidate will oversee the day-to-day operations of the Service Controllers, including scheduling, task allocation, and performance management.

You will also provide coaching, mentoring, and training to team members to develop their skills and capabilities.

Additionally, you will monitor and analyze team and individual performance metrics, identifying areas for improvement and implementing solutions.

Foster a positive and collaborative team culture, promoting teamwork and open communication.

Escalate and resolve complex customer issues, ensuring a seamless and satisfactory customer experience.

Collaborate with other departments to improve processes and resolve cross-functional issues.

Key Responsibilities:

  • Lead a team of Service Controllers to ensure exceptional customer experience.
  • Oversee day-to-day operations, including scheduling and task allocation.
  • Provide coaching and mentoring to team members to develop their skills.
  • Monitor and analyze team performance metrics to identify areas for improvement.
  • Collaborate with other departments to improve processes and resolve cross-functional issues.

Requirements:

  • A hands-on leader who drives results and embodies our company values.
  • Significant experience (5+ years) in a customer service leadership role, ideally within a Service or Trade related environment.
  • Proven track record of leading, motivating, and developing high-performing teams.
  • Excellent communication, interpersonal, and problem-solving skills.
  • Strong analytical and data-driven mindset, with the ability to translate insights into actionable improvements.
  • In-depth understanding of customer service best practice operations.
  • Proficient in using customer service management tools and technologies.

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