Job description
Tenacity CX are leaders in Contact Centre and Customer Experience Recruitment and Consulting. As such, we are partnering with Australia’s number 1 online retailer for furniture and homewares, who require an experienced Contact Centre Operations Manager.As the Contact Centre Operations Manager, you will be responsible Contact Centre Telephony, Technology, Workforce Optimisation, Process Improvements as well as Quality, Compliance, Training and Knowledge.
Key Responsibilities:
- End-to-end Workforce Planning Management, real time, rostering and scheduling, forecasting as well as workforce optimisation
- Clearly define polices, procedures and compliance
- Champion best practice customer care initiatives and process improvements
- Stakeholder management, both onshore/offshore teams as well as internal and external stakeholders
- Enhancing contact centre training and development program to drive quality outcomes and exceptional service experiences
- Contact centre reporting and analytics, trends and insights, productivity and performance
- Offshore team management, coaching, training and mentoring workforce planning, training and quality team members
Ideal candidate background:
- Most recent experience in contact centre end-to-end operations, ideally hands on in Workforce Planning, Quality, Training, Compliance, Systems and Processes
- Team Management – ideally in an operational environment
- Salesforce CRM experience is highly desirable
- Excellent stakeholder management experience
- Demonstrated experience optimising contact centre telephony, technology and workforce planning
- Proven experience providing contact centre performance reporting and analytics
Benefits:
- Great culture, regular team celebrations and socials
- Generous product discounts, paid leave on your birthday, free breakfast and mindfulness practice
- Paid parental leave
- Flexible work arrangements
This is a great opportunity for someone who is looking to further their career in Contact Centre Operations with a fast growing, fast paced, innovative organisation.
Please provide your cover letter and resume in word format. Only shortlisted candidates will be contacted.
Expired job
