Senior Contact Centre Leader

4 days ago

Melbourne, Victoria, Australia beBeeOperations Full time $120,000 - $150,000
Job Description

The Customer Operations Manager oversees daily operations for customer-facing and administrative contact centre teams within the Customer & Enablement branch of the Customer Experience group.

They drive performance across operational, customer, and people metrics, ensuring delivery of high performance through a highly engaged workforce who support the Customer strategy.

Key Responsibilities
  • Lead a high-performing operation, optimising resourcing and outlier management to achieve customer, operational, employee, and financial outcomes
  • Leverage operational data to generate insights that shape strategy, continuous improvement, and action plans to enhance performance and ways of working
  • Lead, coach and develop frontline leaders through communication of a compelling vision and with clear accountability, fostering a performance culture through strong leadership bench strength
  • Create and sustain an engaged workforce aligned with South East Water's vision, driving a customer-first culture where ownership and agility supports the delivery of low effort resolution of customer enquiries through effective interactions
RequirementsSkills and Qualifications
  • 8+ years experience in a contact centre or equivalent senior leadership role, including in depth and demonstrated understanding of contact centre operations
  • Extensive contract management experience including management of suppliers (e.g., Business Process Outsourcing)
  • Proven ability to lead, inspire and motivate leaders
  • Advanced interpersonal and stakeholder management skills with the ability to orchestrate outcomes, influence and challenge the status quo and take well-calculated risks to achieve goals
  • Advanced communication skills able to effectively engage diverse audiences and build sustainable relationships
  • Bachelor's degree in Business or related field is desirable
Benefits
  • Access to My Fitness Passport, an Employee Assistance Program (EAP), annual flu shots, and health checks
  • Work-life balance with flexible working arrangements, including hybrid work options and leave purchasing
  • Life insurance and salary continuance
  • 15 weeks paid parental leave and paid superannuation on eligible portions of unpaid parental leave
  • Additional leave offerings, such as cultural and ceremonial leave and study leave
What We Offer

Our people are as diverse as the communities we serve. It makes us better learners, thinkers and collaborators, helping create better outcomes for our customers.

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