Customer Experience Operations Manager
2 hours ago
We are seeking an experienced Customer Experience Operations Manager to lead our Inbound Call Centre Team. As a key member of our customer experience department, you will be responsible for managing the day-to-day operations of the team and implementing efficient processes and protocols to ensure timely and effective responses to customer inquiries.
Key Responsibilities- Lead, train, and coach the Inbound Call Centre Team to handle incoming customer inquiries efficiently and effectively.
- Design and implement efficient call routing, resolution, and escalation processes in collaboration with the Head of Customer Experience.
- Collaborate closely with other departments to gather insights, refine procedures, and continuously improve the triage process to enhance overall customer satisfaction and streamline operations.
- Serve as a point of escalation for complex customer inquiries or issues, providing guidance and support to team members.
- Foster a positive team culture of collaboration, accountability, and continuous learning, providing ongoing feedback, coaching, and professional development opportunities.
- Establish key metrics and data insights to measure team performance and identify areas for improvement.
To succeed in this role, you will require:
- Demonstrated experience in call centre management, preferably in a leadership role with experience establishing and optimising call centre operations.
- Strong customer service background, focusing on providing exceptional customer experiences and resolving customer inquiries promptly and effectively.
- Excellent communication and interpersonal skills, with the ability to build strong relationships based on trust and collaboration.
- Familiarity with call centre technologies, tools, and software, including call routing systems, CRM platforms, and reporting and analytics tools.
- Experience in quality assurance and performance management processes, including monitoring and evaluating team performance metrics and implementing improvements.
The Law Society of NSW is a leading membership association for solicitors in Australia. We are committed to building and maintaining a respectful and inclusive workplace, appointing the best person for the role, and supporting diversity.
What We OfferIn return for your expertise and dedication, we offer a competitive salary of $120,000 - $150,000 per annum, depending on experience, plus a range of benefits, including:
- A comprehensive employee benefits package.
- Ongoing training and professional development opportunities.
- A dynamic and supportive work environment.
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