Senior Manager Customer Experience Operations & EnablementBase salary, incentives, shares, discounts & more!Join us in Melbourne, Sydney, or Brisbane. Lead a team to enhance our 190+ FTE National customer care team. Develop strategies, provide Workforce Planning support, redesign training and quality programs, focus on continuous improvement, manage contact centre technologies, and implement changes with the Projects Manager. Ensure our teams deliver exceptional customer experiences.Your key responsibilities:Optimize customer support strategy, lead automation and AI projects, and design efficient team structuresEnhance processes, implement staffing strategies, and lead customer service projectsBalance cost management with quality outcomes and streamline processes for value-added interactionsFoster a high-performance culture, drive talent development, and ensure up-to-date performance plansLead health and safety compliance and promote a culture of safety and continuous improvementWhat youll bring to the team:Tertiary education with 8-10 years leading multi-site customer service teamsStrong commercial acumen, analytical skills, and contact centre systems experienceProven process improvement and exceptional customer experience deliveryStrategic thinking, problem-solving, leadership, and coaching skillsContinuous improvement mindset, excellent communication, and interpersonal skillsWhy Our Team Enjoys Being Part of Blackwoods:To ensure our employees feel valued, supported, and celebrated, we provide a range of employee benefits including:Discount membership card for Kmart, Bunnings, Officeworks & OnePassSuccessful Refer-A-Friend program earn up to $2,000 per referralOpportunity to contribute to organizational success through process optimization and workforce efficiencyCollaborative and supportive work environment with opportunities for professional growthNEXT STEPSIf you meet most of the criteria listed above and would like to be considered for this opportunity, please send your application today. We will be contacting suitable candidates in the next two weeks so apply fast to avoid missing out!As part of our recruitment process and commitment to safety, you will be required to undertake background checks (which may include a pre-employment medical assessment involving drug & alcohol testing).Blackwoods also promotes diversity and inclusion across our workplaces and encourages applications from all backgrounds, including people from Aboriginal and Torres Strait Islander communities, the LGBTQI+ community and people with disabilities. #J-18808-Ljbffr
Job Title
Operations Team Leader