- Lead operational excellence across contact centres
- Flexible working options and career development
- Drive performance and customer experience
As a CCS Operations Leader, you’ll manage contact centre operations to deliver exceptional customer experiences and drive efficiency. Collaborate with workforce planning, performance optimisation, and leadership teams to embed change and continuous improvement.
What You’ll Do
- Deliver operational excellence across CCS contact centres, ensuring high-quality, cost-effective outcomes for customers and stakeholders
- Implement coaching strategies and share best practices to enhance team performance and customer experience
- Partner with Workforce Management to optimise planning and real-time operations for maximum efficiency
- Identify and lead continuous improvement initiatives to streamline processes and boost productivity
- Support recruitment, onboarding, and development of CCS specialists and leaders to build strong, capable teams
What You’ll Bring
- Minimum three years’ leadership experience in contact centre operations
- Proven ability to drive performance through coaching and change management
- Robust business planning, problem-solving, and analytical skills with a focus on operational excellence
- Advanced influencing and collaboration skills across diverse stakeholders
- Experience in recruitment and onboarding processes within large-scale operations
If you require any support and adjustments to participate equitably in our recruitment process or in the workplace, we encourage you to contact luke.morandini@suncorp.com.au for a confidential conversation. To apply for this opportunity, please submit your application directly via the link provided.
CCS Operations Leader PD.docx