Contact Centre Operations Lead | Sydney CBD
Your New Company
Join a global Fintech powerhouse with a vibrant and inclusive culture. This is a company on a mission to empower people and small businesses to thrive, and you'll play a key role in making that happen. They're known for their innovative tech products and their strong commitment to supporting their teams. You'll be working from a busy and beautifully modern office in the heart of the Sydney CBD.
Your New Role
In this vital role, you will be the driving force behind a world-class customer experience. As the Contact Centre Operations Lead, you will act as a key operations analyst, empowering our call centre partners to deliver exceptional customer service. Your insights and leadership will directly influence the company's performance and help us achieve our mission.
What You'll Be Doing
- Proactively monitor and report on the performance of the contact centre team.
- Use your data-driven skills to identify performance issues and provide actionable insights.
- Manage escalations and develop action plans to resolve them.
- Collaborate with cross-functional teams to drive positive change.
- Manage and forecast the budget for outsourced support and services.
- Champion feedback sessions with frontline teams to pinpoint opportunities for improvement.
Why You'll Love This Role
- Generous day rate of $550 + super with a real chance to go permanent.
- Join a vibrant, high-performing team in a buzzing office environment.
- Enjoy a healthy work-life balance with our hybrid work model.
- Benefit from a convenient Sydney CBD location with everything you need.
- Work for a highly regarded global fintech company!
About You
- Experience in a contact centre operations, performance management, or a similar operations analyst role.
- Highly data-driven, analytical, and detail-oriented.
- Strong verbal and written communication skills.
At Randstad, we are passionate about providing equal employment opportunities and embracing diversity to the benefit of all. We actively encourage applications from any background.
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