Operational Excellence Leader

10 hours ago

Newcastle, New South Wales, Australia beBeeExperience Full time $115,417 - $141,990
Customer Experience Leader

A career-defining opportunity to lead a high-performing team and drive exceptional customer experiences.

As a Customer Experience Leader, you will be responsible for:

  1. Developing and executing plans to meet performance metrics, service level agreements, and strategic objectives;
  2. Fostering a high-performing, member-focused culture through coaching, training, and regular performance reviews;
  3. Optimising staffing, scheduling, and resource allocation to meet service demands and ensure smooth operations;
  4. Conducting audits, providing feedback, and implementing targeted training to enhance team performance and service quality;
  5. Identifying inefficiencies, leveraging data, and driving enhancements to processes, systems, and performance metrics;
  6. Developing strategies to improve customer satisfaction and handle escalations with professionalism;
  7. Analysing data, preparing performance reports, and presenting insights to senior management;
  8. Communicating updates and working closely with stakeholders to ensure alignment with business goals;
  9. Partnering with HR to recruit, onboard, and train team members effectively.
Requirements

To succeed in this role, you will need:

  • A Bachelor's degree in business management, communications, or a related field (or equivalent experience);
  • Proven experience in a leadership role within a contact centre environment;
  • Demonstrated ability to meet and exceed service level agreements and operational targets;
  • Strong leadership and people management skills, with a track record of developing high-performing teams;
  • Proficiency in contact centre technologies, including call management systems and workforce planning tools;
  • Excellent problem-solving, decision-making, and conflict resolution skills;
  • Data analysis and reporting capabilities, with the ability to use insights to inform strategy;
  • Outstanding communication skills to engage with teams and stakeholders effectively.
Benefits

At our organisation, we offer an exceptional array of benefits and incentives designed to ensure our employees feel valued and supported.

  • Comprehensive reward and wellness platform;
  • Bonus scheme;
  • Income protection insurance and salary continuance;
  • Death and TPD insurance (available through our superannuation fund);
  • Private health insurance discount;
  • Generous bereavement and compassionate leave;
  • Primary and secondary carers paid parental leave;
  • Focused on mental health;
  • Employee Assistance Program (EAP);
  • Hybrid working model.

We are committed to creating a diverse and inclusive workplace where everyone feels valued and empowered to contribute their best work.

If you're passionate about delivering exceptional customer experiences and optimising operational efficiency, please submit your application.

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