Customer Support Operations Lead

2 weeks ago


Adelaide, South Australia beBeeCustomerService Full time $99,293 - $124,964
Job Overview

The Service Desk Manager role involves leading and managing a team of customer support representatives, overseeing daily operations, and ensuring exceptional service delivery.

Key Responsibilities
  • Develop operational plans, policies, and procedures to meet service level agreements (SLAs) and quality standards.
  • Manage financial performance, including budgeting, forecasting, and cost control.
  • Drive resource and capacity planning to meet evolving business needs.
Accountabilities
  • Budget management
  • Forecasting accuracy
  • Productivity improvements
People Development
  • Staff retention and succession planning
  • Performance feedback and employee engagement
Customer Focus
  • SLA adherence and client satisfaction
  • Innovation in service delivery


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