Required Skills Operational Excellence Call Center Management Customer Service Operations Operational Improvement Stakeholder Engagement
Project Overview
Our client is seeking an experienced senior contact centre executive to join their delivery team. The consultant will be the stream lead for contact centre operations and operational excellence, reporting to the engagement Partner.
The consultant will bring senior contact centre expertise to the engagement. They will lead the stream’s work and collaborate closely with the wider delivery team and client stakeholders to improve operational performance.
The engagement is expected to start in mid-November for an initial three months, with a high likelihood of extension as the project evolves. The role is 3–5 days per week. The consultant can be based in Sydney with some travel to Recent Zealand, or in New Zealand with some travel to Sydney.
Key Responsibilities
- Lead the contact centre operations and operational excellence stream as part of the delivery team, reporting to the engagement Partner
- Assess current contact centre operations and performance across sales and service to identify improvement opportunities
- Develop and deliver recommendations to improve operational efficiency, performance and customer outcomes
- Plan and manage the stream’s activities, deliverables and timelines
- Engage senior client stakeholders and build trusted working relationships
- Collaborate with the wider delivery team to keep the stream aligned with overall project objectives
- Provide regular progress reporting and manage stream-level risks and issues
Your Background
- Senior executive-level contact centre leadership experience in general insurance, across motor, home and other GI lines
- Experience across both sales and service contact centre environments
- A strong track record in contact centre operations and operational excellence
- Proven ability to lead a workstream and engage senior stakeholders
- Availability from mid-November for 3-5 days per week, with the ability to travel between Sydney and New Zealand
📌 Contact Centre Operations Stream Lead – General Insurance (Sydney)
🏢 Outsized
📍 Sydney
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