NSW Department of Customer Service43 followers558 jobs

Senior Service Centre Operations Lead

SeniorFull-timeHybridOrange, NSW, AustraliaParramatta NSW 2150, AustraliaPosted 1 month agoVerified 2 weeks ago
Pending fitX of Y criteria met

About the job

The Senior Service Centre Operations Lead is a pivotal role that drives the day-to-day operations of the Service Centre team, ensuring exceptional customer service and operational excellence. This position is crucial for fostering a culture of continuous improvement and collaboration, making a significant impact on service delivery across multiple channels. The team thrives on innovation and teamwork, working together to enhance processes and deliver outstanding outcomes for customers.

You'll be responsible for

🏢

Leading daily operations

Overseeing the daily operations of the Service Centre team to ensure high-quality, efficient, and customer-focused support.
⚠️

Managing escalations

Acting as the primary escalation point for complex service issues, ensuring timely and effective resolutions.
🌱

Coaching and mentoring

Mentoring and coaching Team Leaders and staff to promote a culture of growth and accountability.

Key criteria

📊

Service centre operations experience

Proven experience managing service centre operations for 5+ years.

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📈

Performance metrics analysis

Demonstrated ability to track and analyze team performance metrics.

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🤝

Stakeholder relationship management

Experience building relationships with internal and external stakeholders.

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Meet the team

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5 criteria for this job
Service centre operations experience
Proven experience managing service centre operations for 5+ years.

View

Performance metrics analysis
Demonstrated ability to track and analyze team performance metrics.

View

Stakeholder relationship management
Experience building relationships with internal and external stakeholders.

View

Process improvement skills
Proven experience implementing process improvements in service delivery.

View

Team leadership experience
Demonstrated experience mentoring and developing high-performing teams.

View

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