The Contact Centre Operations Lead will lead a specialised division team within the National Contact Centre focused on providing inbound and outbound services to specific programs to ensure the delivery of exceptional customer service. You will be expected to lead and motivate the team to meet daily performance metrics (including efficiency and client satisfaction) and will implement daily/weekly motivation activity to align with KPI's. You will implement change requirements and where required design and implement strategic initiatives to ensure Customer Experience and performance targets are met.
Responsibilities
* Providing leadership, development and coaching of National Contact Centre team. Actively engaging and supporting the development of the designated team to ensure performance and quality service through a customer centric empathetic and expert approach.
* Working with HR and Recruitment to drive the recruitment & selection of Customer Experience Advisors.
* Taking the lead on the development and implementation of training and development, identifying actions to ensure the skills and knowledge are developed effectively.
* Ensuring effective and consistent communication throughout the team, encourage feedback and customer insight to enhance the customer experience.
* Embedding a performance culture, framework, and review processes to achieve service levels and improvements against set targets.
* Identifying and instilling best practice, processes and systems and drive continuous improvement environment.
* Ensuring targets are continually reviewed and expectations are met with optimum levels of quality and service delivery.
* Developing and implementing training programs and toolkits including scripts and the knowledge base.
Benefits
* 4 additional paid annual leave days – 1 My BUSY Day and 3 days at Christmas
* Clear pathways for internal advancement
* Dedicated training budget for personal and professional growth
* BUSY Benefits program - Paid parental Leave, retail discounts and access to Fitness Passport (QLD only)
* Enjoy work that genuinely impacts lives
* Paid Community Giving day
* Employee Assistance Program with Sonder Wellbeing App
Qualifications
* Proven experience in managing a high performing team in a fast-paced call centre environment
* Desirably, previous experience in a call centre environment
* Strong written and verbal communication skills required to build connections with our customers.
* Experience in designing and implementing end-to-end customer contact journeys, including telephony triage and escalation.
* Ability to drive performance while, leading, inspiring, motivating, influencing and developing an effective contact centre team.
* Ability to obtain a Blue Card and National Police Check with no outcomes
The BUSY Group is committed to achieving a diverse workforce and strongly encourages applications from First Nations People, people from culturally diverse backgrounds and people with disabilities.
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