NSW Department of Customer Service35 followers455 jobs

Senior Service Centre Operations Lead

SeniorFull-timeHybridOrange, NSW, AustraliaParramatta NSW 2150, AustraliaPosted 4 days agoVerified 8 hours 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.

Meet the team

About the company

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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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A meaningful career starts with a match

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5 criteria for this job
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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Process improvement skills
Proven experience implementing process improvements in service delivery.

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

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