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Customer Service Operation Manager

Looking for an experienced operation manager to join a very successful retail company that has a global reach.

Your new company

Is one of the largest up and coming companies that our in the retail space and our now looking for an operations manager to join their team.

Your new role

This operational leadership position is responsible for day-to-day planning, measuring, and executing service quality and operations for the Australian customer care department. The Customer Care Operations Manager will work closely with front level management, support departments, internal stakeholders and other leaders in support of business needs.
Other Responsibilities will include:
  • Assist with recruiting, hiring, and onboarding Customer Care team members
  • Establish team member engagement & incentive program to motivate and maintain a positive, enriching environment
  • Troubleshoot and create action plans to quickly and effectively address problem including system and technology outages, site contingency plans and business continuity actions.
  • Identify process improvement opportunities to drive operational efficiencies
  • Direct and supervise team leaders, providing coaching, mentorship, and development
  • Serve as the escalation point in resolving urgent or critical customer service issues beyond the scope of a team leader or member.


What you'll need to succeed

As this company is very busy in its market, they are wanting this individual to be able to work weekends.
The following will also aid you in being successful in this:
  • Outstanding organizational, planning and problem solving skills with the ability to prioritise multiple issues and produce solutions
  • Possess a clear vision and personal drive to optimize business and customer value
  • Ability to influence people and performance at all levels of the organization
  • Experience with call centre phone systems, call routing applications, order management systems, case management systems, chat solutions, social media platforms, in-store pickup functionality preferred
  • Ability to create strategy and tactical approaches to address issues


What you'll get in return

Other Employee Benefits include:
  • Competitive salary
  • Great modern office located in CBD
  • Become part of a well-known global brand and make global connections
  • Opportunity to grow and develop


What you need to do now

If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV to - Alternatively, you can contact Charlie on 96049607 [tel:96049607]

Summary

Job type:
Permanent
Industry
Retail & Consumer Goods
Location
VIC, Melbourne CBD
Specialism
Contact Centres
Reference
2298668
Apply now

Talk to a consultant

Talk to Charlie Bailey, the specialist consultant managing this position, located in Melbourne

Level 21, 360 Collins Street

Telephone: 96049607

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