Customer Service Director

2 weeks ago

Sydney, New South Wales, Australia HRS Group Full time

About HRS Group

HRS, a pioneer in business travel, aims to elevate every stay through innovative technology. With extensive experience, their digital platform, driven by ProcureTech, TravelTech, and FinTech, transforms how companies and travelers Stay, Work, and Pay.

Key Responsibilities

  • Lead the daily operation of the call centre to ensure service delivery standards are met and maintained in line with company objectives.
  • Provide high-quality service within agreed SLAs & timelines.
  • Setup overall operational metrics and targets and ensure target achievement.
  • Oversee workforce schedules and effectively manage shift operations.
  • Take end-to-end responsibility of the department's operational cost.
  • Manage, coach and develop individuals in the team to ensure targets are met and customer expectations are exceeded.
  • Be proactive in identifying opportunities to enhance the customer service experience and optimize operational effectiveness and efficiencies.
  • Prepare and compile regular reports to monitor team efficiency, SLAs and overall customer service.

Requirements

  • Previous experience as a Customer Service Centre Leader / Head managing a medium size team.
  • Bachelor's degree.
  • Strong analytical skills.
  • Excellent knowledge and proficiency in managing resources in a dynamic environment.
  • Able to demonstrate continuous process improvement and innovation within a CSC.

What We Offer

  • An attractive remuneration package including an annual bonus.
  • The opportunity to work in a fast-paced environment with a globally united and mutually responsible team.

About the Role

This is an exciting opportunity for a highly skilled and experienced Customer Service Director to lead our customer service team. The ideal candidate will have previous experience in managing a medium-sized team and be able to demonstrate excellent leadership and analytical skills.

Salary Range: €60,000 - €80,000 per year

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