Senior Contact Centre Operations Lead

1 day ago

Sydney, New South Wales, Australia beBeeOperations Full time $120,000 - $180,000

Job Summary:

">Lead Contact Centre Operations

We are seeking an experienced professional to lead our contact centre operations. This role involves proactively monitoring performance, providing updates to senior stakeholders, and analysing customer experiences.

Key Responsibilities
  • Monitor overall performance of customer support and services delivered to customers
  • Provide regular updates on the health of the business
  • Analyse current state customer experiences and deliver insights that drive improvement
  • Design business continuity plans for outsourced support and services
  • Partner with CX teams to operationalise experiments and change initiatives

You will work closely with managers of our outsourced BPO contact centres to ensure performance standards are maintained.

">Requirements
  • Experience in a contact centre operations or performance management role
  • Undergraduate degree in a related field is desirable

This role is based in Sydney, aligned to our hybrid work policy.

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