Customer Service Ops Lead: Outsource & KPI

Pacific Blue; Melbourne; On-site; AUD 110,000 - 150,000; Full time

Job summary

Pacific Blue is seeking a Customer Service Operations Process Lead to guide the performance of our retail customer service across internal and outsource teams in Melbourne. You will work with the Senior Manager to set KPIs, monitor outsourced partner performance and manage the budget.

The role includes onboarding, training and developing outsource agents, and occasionally stepping in as a senior agent during busy periods. Strong collaboration and stakeholder engagement are essential.

Qualifications

• Minimum 3 years working in Retail energy or similar sectors.
• 3+ years in a Process or Performance Leader or similar role.
• Experience in Contact Centre service teams is preferred.
• Ability to influence and lead across remote locations.
• Strong customer service performance management knowledge.

Responsibilities

• Foster a culture of teamwork and high performance across internal and outsource teams.
• Oversee outsource service agents with KPI setting and performance delivery.
• Set and manage budgets with the outsource partner.
• Onboard and train new agents; support coaching and development.
• Step in as a senior agent during peak times (approx. 20%).
• Ensure service performance outcomes: cost, headcount, service levels, and NPS.

Skills

Leadership through influence

Problem solving

Planning & Project Management

Commercial acumen

Risk assessment and mitigation

Excellent stakeholder engagement

Think laterally & analytically

Tools

Agile mindset

Job description

Pacific Blue is seeking a Customer Service Operations Process Lead to guide the performance of our retail customer service across internal and outsource teams in Melbourne. You will work with the Senior Manager to set KPIs, monitor outsourced partner performance and manage the budget.

The role includes onboarding, training and developing outsource agents, and occasionally stepping in as a senior agent during busy periods. Strong collaboration and stakeholder engagement are essential.