Head of Call Centre Productivity

**Date**:11 Oct 2024

**Location**: Mascot, NSW, AU, 2020

**Company**:Winc Australia

**ABOUT US**:
**Winc** is a company that exists to inspire millions of people in Australia with new and better ways to work and learn. From office, school, facilities and safety essentials, services like print and marketing, to demonstrating what more is possible with our technology and workspace solutions, Winc has a wide product range that can be tailored to our customers’ needs.

**ROLE PURPOSE**:
As the **Head of Call Centre Productivity**, you will lead the design and execution of strategies to optimise our Customer Experience platforms, driving improvements in both operational performance and customer and agent experience.

In this highly strategic role on the CX leadership team, you will play a cross-functional leadership role,, focusing on delivering significant productivity gains. You will be responsible for managing the implementation and optimisation of key CX platforms, including Salesforce and Genesys, and the rollout of new AI and automation technologies within our platforms. As the Salesforce SME for Winc, you will play a key role in understanding the needs of the business, identifying opportunities and delivering improvements to Salesforce on behalf of other functions in the business, including Sales, Finance, Operations and Marketing.

Technical experience in Salesforce, along with highly developed collaboration, project and change management skills and senior leadership experience are essential.

**KEY ACCOUNTABILITIES**:

- Strategy Development: Devise and deliver strategies to improve productivity and agent and customer satisfaction.
- Digital Transformation and Technology Integration: Oversee the implementation and integration of technologies (CRM, AI, automation, etc.) that enhance customer interaction and streamline operations.
- Process Optimisation and Operational Efficiency: Improve customer service processes to increase efficiency, reduce response times and enhance satisfaction.
- Optimisation: Develop and implement optimisation strategies that generate revenue, streamline operations, reduce friction, and increase efficiency across the end-to-end agent and customer experience.
- Cross-functional Collaboration: Work closely with stakeholders across the business including IT, Sales, Operations, Finance, Marketing and CX to deliver projects efficiently, while continuously improving ways of working.
- Salesforce System Optimisation: Work cross functionally to identify the needs of each key function and opportunities to drive productivity across teams using Salesforce
- Team Leadership: Build and manage a small high-performing team Product Owners and Optimisation Specialists. Provide mentorship, guidance, and professional development to team members.
- Data-Driven Insights and Improvement: Analyse customer feedback, performance data, and quality metrics to identify trends, challenges, and opportunities for enhancement.
- Change Management Leadership: Drive the successful adoption of new processes, tools, and best practices and lead proactive change management efforts to ensure successful implementation of changes.

**WHAT WE LOOK FOR**:

- 7+ years relevant experience leading and managing a teaM/Function in a similar role.
- Proven track record in leading CX transformation initiatives within a large, customer-focused organisation.
- Hands-on technical experience in managing CX technology platforms including Salesforce.
- Knowledge of AI, automation and digital tools for enhancing customer service delivery, with a proven ability to lead the implementation of these technologies
- Change management expertise and the ability to navigate and facilitate organisational change.
- Highly developed analytical, research, problem solving and strategic planning skills.
- Proven ability to consult, negotiate, persuade and liaise with a wide range of stakeholders including senior executives.
- Inquisitive mindset and the confidence to challenge the status quo.
- Excellent communication skills, both written and verbal, with the ability to present findings to non-technical stakeholders.
- Results-driven mindset with a focus on achieving tangible improvements in customer experience metrics.

**WORKING WITH WINC**:

- We believe we’re better and smarter together and our values reflect our commitment to creating a welcoming, diverse, and inclusive environment.
- We all reap the rewards of diversity with gender equity across teams, senior management and internal promotions as just the beginning.
- We are committed to First Nations empowerment, and encourage First Nations Peoples to apply.
- We are focused on working towards a more sustainable future with our Winc Social Agenda.
- And finally, there’s plenty of perks People say it’s a really collaborative and supportive environment - why don’t you be the judge?