Quality & Capability Lead

**About Us**

Endeavour Group was created in 2020 through the restructure and merger of the Woolworths Group drinks and hospitality businesses. With a strong track record of growth, combined these businesses form the leading customer franchise in drinks and hospitality in Australia.

United behind a common purpose of ‘Creating a more sociable future together’, we are a 28,000+ strong team with more than 1600 stores and 330 hotels nationally, including leading brands such as Dan Murphy’s, BWS and ALH Hotels.

Endeavour Group has separated from Woolworths during the calendar year 2021 and is well-positioned as an ASX Top 50 Company. Join the team at an exciting time in their evolution

**The Role**

The Customer Hub Quality and Capability Lead is responsible for the continuous improvement of capability in the Customer Hub. Reporting to the Customer Hub Manager, this role will analyse data and insights to identify opportunities for improvement and capability uplift, and translate these to engaging and efficient programs for Agents and Team Leaders.

**What You'll be Doing**
- Defining and reviewing Quality performance standards
- Supporting team leads in delivery of feedback and coaching to their teams
- Collaborate with Team Leaders to monitor and assess Agent performance against a set of criteria
- Design evaluation programmes for Call Centre Agents
- Continuously improving KPI metrics and embedding to increase performance and behavior
- Conduct external research and enquiries to understand call centre best practice, emerging trends and insights, and innovation in call centres
- Prepare reports for management on where the contact centre has improved and where it could improve further. Consider metrics such as average handle time, interactions per hour, and insights from customer surveys
- Design, coordinate and facilitate the induction program for new team members
- Perform root-cause analysis to identify knowledge gaps within the team
- Collaborate with the Endeavour Group Capability & Experience team to understand best practice learning methodologies and design and implement interventions close knowledge gaps and uplift capability
- Identify opportunities to elevate the level of service provided by the Customer Hub
- Design, prepare and deliver training around customer hub improvement and business needs
- Identify and implement tools that will improve agent performance

**About You**

We're looking for someone with previous contact centre experience, someone who is passionate about training and development, and wanting to look at developing capability, whilst having a key eye for continuous improvement. We have a great team of people, who are always looking to improve and deliver better results with greater efficiencies. We are looking for a combination of any of the following:

- State Based RSA Competency
- A minimum of three years of experience working in retail, FMCG, customer-facing, service or delivery functions within a large business.
- Solid track record of delivering sustainable results
- Minimum three years contact centre experience
- Business related degree
- Retail Store Experience

**Grow with Endeavour Group**

Endeavour Group comprises a diverse range of drinks and hospitality businesses including BWS, Dan Murphy’s, ALH Hotels and Pinnacle Drinks. We are focused on growing and transforming our businesses to meet the changing needs of customers and we’re driven by a culture that puts our customers and team first.

As an inclusive, team-first company, our people are at the core of everything we do. We care deeply about creating a workplace where our team members feel valued, respected and empowered. We are committed to providing equal opportunity regardless of gender identity, ethnicity, disability or sexual orientation. At Endeavour Group we value flexibility, and encourage our team members to work in ways that meet their work/life commitments and support their wellbeing.

We work hard to create a safe and inclusive environment for all, and most importantly, we're all about creating a more sociable future - for our customers and for each other.

We’d love to hear from You

EDG #EGL

Our Talent Acquisition Team and Hiring Leaders kindly request no unsolicited resumes or approaches from Recruitment Agencies. Endeavour Group is not responsible for any fees related to unsolicited resumes.