Operational Excellence Manager

4 days ago

Melbourne, Victoria, Australia beBeeLeadership Full time $90,000 - $120,000
As a Team Leader, you will drive business success by supervising call center associates and ensuring they meet performance metrics. Your primary responsibility will be to oversee a group of team members, monitoring work and attendance according to organizational policy and legal requirements.Key Responsibilities
  • Supervise a group of call center associates, monitoring work and attendance according to organization policy and applicable legal requirements.
  • Couch direct reports on their performance regularly to achieve minimum weekly performance metrics.
  • Identify performance-related issues, develop action plans for improvement, implement corrective action, and terminate employment if necessary.
  • Ensure customer service meets contractual Key Performance Indicator (KPIs) and financial expectations.
  • Communicate expectations to employees and provide timely updates.
  • Provide subject matter expertise in handling escalated customer calls as needed.
  • Conduct Team Meetings to ensure expedient communication of relevant information and act as an open forum for input.
  • Stay current on internal work processes, policies, and procedures, attending required manager development training.
  • Promote values through behavior and attitude, advocating for team members.
Requirements

This role requires excellent leadership skills, strong communication abilities, and the ability to work effectively in a fast-paced environment. The ideal candidate will have experience in call center management and be able to motivate and coach team members to achieve high levels of performance.

What We Offer

We offer a competitive salary and benefits package, including medical, dental, and vision insurance, 401(k) matching, and paid time off.

How to Apply

If you are a motivated and experienced leader looking for a new challenge, please submit your resume and cover letter for consideration.

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