Product Support Operations Delivery Lead APAC

Salt Search is partnering with a leading US H/Q global software enterprise to find an experienced Contract Center Manager or Operation Support Manager who has experience working in a BPO or with BPOs.

As a Product Support Operations Delivery Lead in the APAC Customer Success team, you will be responsible for monitoring the performance health of our customer support and value add service offerings for all customer segments. You will work closely with managers of our outsourced BPO contact centres, to ensure performance standards are maintained within budget.

This is brand new role and exciting new opportunity through to growth of the business in APAC.

11-month contract & may extend after financial year or go permanent if they obtain head count.

Key Responsibilities:

● Proactively monitor the overall performance of customer support and services delivered to our customers – across customer segments, products and experiments

● Provide regular weekly business reviews to Head of Customer Success & senior stakeholders

● Attend internal and external meeting to gain opportunities for improvement etc.

● Analyse current state customer experiences, validate root causes through data

● Design business continuity plans for outsourced support and services

● Partner with technical teams internally

● Partner with our centralised capacity planning and forecasting team to ensure accurate forecasting for existing and new offerings

● Perform industry and competitor benchmarking of contact centre operations to identify industry best practices and innovations

What We’re Looking For:

● Passion for delivering world class support and service experiences to delight our customers

● Experience at least 3 years in a contact centre operations or performance management role, or as an operations analyst

● You have a deep understanding of contact centre operations and drivers of performance

● You are highly data driven, analytical and detail oriented

● You have significant experience forecasting and managing multi-million dollar budgets

● You excel at storytelling through numbers, and a confident written and verbal communicator

● You are proactive and approach problems with a can-do attitude

● You are highly organised, with the ability to multitask, prioritise effectively and meet deadlines in a fast-paced environment

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Why Apply?

Join a global brand with a fantastic company culture, offering hybrid work in Sydney CBD and a competitive offering.

How to Apply:

Click the link below or contact Toni on 0429 841 882 for a confidential discussion.

We’re proud to have won the Best Mid-Sized Recruitment Company to Work For at the 2023 TIARA Recruitment Awards, and to have been finalists, for the second year in a row, in the Client Service and Recruitment Leader of the Year categories! At Salt, our mission is Creating Futures by putting our clients, candidates, partners, and team members at the heart of everything we do. We extend our sincere appreciation to everyone who has contributed to our continued success.

Salt acknowledges the Traditional Owners of the lands across Australia as the continuing custodians of country and culture. We pay our respects to all First Nations Australians and their Elders past and present.