Customer Service Operations Leader

1 week ago

Adelaide, South Australia beBeeService Full time $100,000 - $150,000
Job Overview

The Service Desk Manager plays a pivotal leadership role in overseeing the daily operations of our organization's service delivery function, ensuring exceptional customer service, operational efficiency, and continuous improvement in line with industry standards.

Key Responsibilities
  • Lead and manage a team of customer-facing professionals handling multi-channel interactions.
  • Develop and implement operational plans, policies, and procedures to meet service level agreements (SLAs) and quality standards.
  • Manage financial performance, including budgeting and cost control.
  • Drive resource and capacity planning to meet evolving business needs.
  • Ensure seamless communication and collaboration with clients, account executives, and service delivery teams.
  • Lead performance management, career development, and succession planning for team members.
  • Monitor and report on key performance metrics and implement service improvements.
Key Performance IndicatorsFinancial
  • Budget management
  • Forecasting accuracy
  • Productivity improvements
People
  • Staff retention
  • Succession planning
  • Performance feedback
  • Employee engagement
Customer
  • SLA adherence
  • Client satisfaction
  • Innovation in service delivery

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