Ccc Operations Manager
5 days ago
**About the Company**:
Home to iconic retail brands including Rebel, Supercheap Auto, BCF and Macpac, Super Retail Group is transforming to become a world class omni-retailer. You will work with a team who are as passionate about their work and our products as our customers are about their own leisure interests, be it Sports, Health, Fitness, Auto or Outdoor Leisure
**About the role**:
Super Retail Group has an opportunity for a Customer Care Centre (CCC) Operations Manager on a 6 month contract, based at their Brendale office in Brisbane. The role is responsible for the day-to-day operations of the Customer Care Centre, including customer service levels, team performance & development, financial KPIs and the operational plan. The role will partner with the Managers of Workforce Planning and Quality Assurance and ensure all contact centre agents and team leads are enabled to deliver a high standard of post sales support.
Each day will bring something different but the key responsibilities of this role will be:
- Ensuring the successful delivery of the contact centre operations across all contact channels and contact types
- Partnering with the Quality and Training teams, the Operations Manager ensures capability is trained, sustained and enhanced through all delivery areas
- Ensuring effective and consistent communication throughout the team, encouraging feedback and customer insight in order to enhance the customer experience
- Supporting the CCC Manager to implement the Customer Care Centre strategy
- Ensuring compliance in workforce practices, including supporting and managing (as appropriate) workplace complaints and delivering resolutions in line with accepted Company practice
- Maintaining deep operating knowledge of applicable employment instruments and their operational requirements in the workforce, including Enterprise Agreements, Modern Awards and New Zealand workforce conditions of employment
- Ensuring the ongoing development of personal skills/knowledge to enhance continuous improvement by creating and actioning personal development plans and networking activities
- Maintain capability views of all teams, and ensures that quality assessments are being applied into training plans maintained by Team Leads, forming the bridge between customer need and agent skills, knowledge and customer service standards
- Ensures that Team Leader capabilities are continuously reviewed and enhanced, supporting them to build and maintain high performing teams
**About You**:
To be successful in this role, you will be a results driven and outcome focused individual, who will also bring:
- Extensive experience working and leading withing a contact centre environment, preferably for a product sales business or multi-brand retailer
- Experience working with budget management and service design and delivery
- Experience managing large multi-skilled teams and developing leader capabilities
- Experience managing a remote and regional workforce, preferably with experience managing a New Zealand workforce
**Rewards and Benefits**:
- Promoting work life balance through flexible work practices - ask us about flexibility
- Commitment to your professional development
- Ongoing opportunities for progression
- Generous Team Member Discounts across all Super Retail Group brands
- Perks Program including discounts on health and well-being, entertainment, travel and accommodation and more
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