Customer Experience Centre Lead | Ops, Coaching & Growth

Hampshire Property Group; Sydney; Presencial; AUD 120 000 - 160 000; Tempo integral

Resumo da oferta

Hampshire Property Group is seeking an experienced Customer Experience Centre Manager to lead the day-to-day operations of our centre. You will coach Team Leaders, manage workforce planning, and drive performance across voice, email, web and digital channels.

You will use data to identify risks and opportunities, oversee service levels and revenue delivery, and partner with departments across Revenue, Operations, Marketing, Finance, IT & AI and HR.

Qualificações

• 5–7 years’ experience in contact centre, hospitality reservations, or guest services.
• 2–3 years in Team Leader or similar leadership role.
• Experience leading frontline teams in a fast-paced customer environment.
• Strong experience managing KPIs, service levels and performance.
• Experience driving sales, conversion or revenue performance.

Responsabilidades

• Lead day-to-day operations of the Customer Experience Centre across voice, email, web and digital channels.
• Coach and develop Team Leaders to drive performance.
• Manage workforce planning, forecasting and rostering to resource the centre.
• Monitor service levels, quality, productivity and customer satisfaction against targets.
• Present operational, performance and commercial reporting to leadership.

Conhecimentos

People leadership

Data-driven decision making

KPI & performance management

Forecasting & rostering

Customer experience

Stakeholder management

Sales & revenue focus

Ferramentas

SynXis

RMS

IDeaS

Genesys

HubSpot

Descrição da oferta de emprego

Hampshire Property Group is seeking an experienced Customer Experience Centre Manager to lead the day-to-day operations of our centre. You will coach Team Leaders, manage workforce planning, and drive performance across voice, email, web and digital channels.

You will use data to identify risks and opportunities, oversee service levels and revenue delivery, and partner with departments across Revenue, Operations, Marketing, Finance, IT & AI and HR.