Overview
Intuit is a mission-driven, global financial platform company that gives everyone the prospect to prosper. We are using technology to build solutions to challenging financial problems for millions of people around the world. The Customer Success team delivers award-winning service and support experiences to small business owners and accountants using our products, including QuickBooks Online, QuickBooks Advanced, QuickBooks Online Accountant, and QuickBooks Payroll. Our approach to customer success is transforming and always focused on achieving the highest levels of customer experience through data-driven insights, innovation and ongoing process improvement.
As a Contact Centre Operations Lead in the APAC Customer Success team, you will be responsible for monitoring the performance health of our customer support and value-add service offerings for all customer segments. You will work closely with managers of our outsourced BPO contact centres to ensure performance standards are maintained within budget.
What you’ll bring
- You are passionate about delivering world class support and service experiences to delight our customers
- You have a deep understanding of contact centre operations and drivers of performance
- You are highly data-driven, analytical and detail oriented
- You have significant experience forecasting and managing multi-million dollar budgets
- You excel at storytelling through numbers, and a confident written and verbal communicator
- You have strong executive presence, and can engage in debate with senior leaders about proposed actions to manage performance
- You are proactive and approach problems with a can-do attitude
- You are highly organised, with the ability to multitask, prioritise effectively and meet deadlines in a fast-paced environment
- You are willing to get involved in projects, including data analytics and call quality management
- You are inquisitive and curious, and keen to stay updated on trends and methodologies in the customer success industry
- You proactively build strong relationships with peers globally, and with cross-functional stakeholders across the business
Experience
- 3+ years experience in a contact centre operations or performance management role, or as an operations analyst
- Minimum 2:1 undergraduate degree, in related field is desirable
- Experience in driving revenue growth outcomes via reactive support interactions is desirable
Other Information
- The role is Sydney based, aligned to our hybrid work policy
How you will lead
- Proactively monitor the overall performance of customer support and services delivered to our customers - across customer segments, products and experiments
- Provide regular health-of-the-business updates to senior stakeholders such as Head of Customer Success, and the International CS Director, including prep and lead the weekly APAC CS business review
- Attend internal and external WBRs, MBRs and QBRs to get deep insights into the performance of our outsourced BPO sites, identify opportunities for improvement
- Initiate data-driven analysis into the root cause of drops in performance
- Oversee the development of robust action plans to bring performance back on track, and work with internal stakeholders to execute on the plans with accountability
- Lead escalations to senior management when performance is at risk, and determine escalation triggers
- Analyse current state customer experiences, validate root causes through data points, and deliver data-backed insights and recommendations that drive action
- Design business continuity plans for outsourced support and services, including documented processes to address service disruption
- Partner with CX, Commercial and Programme Management teams to operationalise experiments and change initiatives, delivering required technical and process changes
- Conduct regular in-person focus groups with frontline outsource teams and remote call listening to understand experience opportunities, engaging with stakeholders to address pain points
- Coordinate with centralised capacity planning and forecasting to ensure accurate forecasting for offerings and outsourced capacity
- Manage the budget for outsourced support and services, ensuring BAU activities and experiments are delivered within budget
- Forecast budget implications of new services or experiments; model cost and ROI for staffing and channel mixes
- Create business cases to transition experiments into production and present to senior leadership for sign-off
- Perform industry and competitor benchmarking of contact centre operations to identify best practices and innovations
Job details
- Seniority level: Mid-Senior level
- Employment type: Full-time
- Job function: Management and Manufacturing
- Industries: Software Development
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📌 Contact Centre Operations Lead, APAC
🏢 Intuit
📍 Sydney