Customer Performance Manager - Sydney, Melbourne or Adelaide based
So, Why Optus? We see ourselves leading Australia in outstanding customer experience. In striving to achieve this, five core values guide us. These are: customer service, our challenger spirit, teamwork, integrity and personal excellence.
We've put a lot of investment behind innovation and would love to work with people who provide ideas that differentiate, disrupt and deliver amazing services for our customers. About the role: We are looking for an outstanding Customer Performance Manager to support our Service team within our Global Contact Centres. You’ll see tangible results of your work as you will be leading and delivering projects, initiatives and programmes of work that directly impact Optus customers.
You will be responsible for driving the setup and execution of global sites, revolutionizing both the agent and customer experience as we setup the next generation contact centre model. Bring your leadership skills, passion for change and your love for new technology to this role as you’ll also be responsible for the implementation and improvement of tactical and strategic plans to retain and grow market share across all product categories. Responsibilities: Planning, leading and successfully delivering large scale projects, programs and initiatives.
Contribute to building and maintaining a pipeline of Initiatives, Projects and Programs to deliver on the customer care strategy. Partnering and influencing key stakeholders, at multiple levels, to ensure alignment to the Customer Care strategy and that requirements are delivered. Leading and supporting a high performing and engaged onshore and offshore teams to achieve objectives - relating to but not limited to; Strategic Initiatives, Digital Experience, Performance, People and Culture, Alignment to Brand Principles, Commercials and Customer Experience.
Successfully managing the relationships with Optus, vendor/s and all key stakeholders. Experience required: A minimum of 10 years experience in business operations. Strong people leadership skills and proven experience in driving high performance teams.
Proven ability to deliver sales results in a complex and dynamic operating environment. Demonstrated experience in managing and delivering large projects, initiatives and programs of work. Direct experience with demonstrated success and financial results leading programs using Lean Six Sigma (or other project methodologies).
Ability to influence and negotiate at senior levels with both internal & external stakeholders Nice to have: Direct experience in using consulting and diagnostic techniques to understand business issues and recommendations for improvement. Degree qualification in Business, Commerce, Management or related field. Employee Benefits Working at Optus will provide you with a range of benefits that will enrich your personal and professional life.
With features such as a range on on-site Health and Wellbeing specialists, financial advisers, company discounts and child care serv....