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27

May

Business Operations Lead

TSA Group - Australia - Bowen Hills, QLD

Any Industry
Source: uWorkin

JOB DESCRIPTION

Job Description

Reporting to the Group Manager of Business Operations, you’ll be responsible working with our contact centre operational teams to identify business process pain points with root cause analysis and build robust scalable solutions to drive efficiency and customer experience improvement.

Core Duties And Responsibilities

  • Facilitate process redesign workshops to identify business process pain points, root causes and robust, scalable solutions to drive process efficiency and customer experience improvements
  • Document business processes using industry standard business process modelling notations
  • Understand current process performance and analyse data to identify opportunities for improvement
  • Identify & drive process inefficiencies within the customer contact centre operations
  • Plan, communicate and drive initiatives to completion
  • Coordinate team-based projects and business improvement initiatives to provide operational efficiency
  • Promote standardisation and consistency in business processes
About You

Qualifications
  • Proven experience in delivering end to end continuous improvement projects with some case studies of your previous work
  • Experience with continuous improvement practices and methodologies
  • A solutions focussed mindset- you are a natural problem solver and enjoy the challenge of resolving complex issues that are time sensitive and critical
  • Confidence working in a fast paced environment
  • Ability to engage stakeholders across all levels and engage in productive debate / decision making
  • Deep knowledge and experience in continuous improvement processes
  • An ability to laugh at yourself (!)
  • Knowledge and previous experience in contact centre (Preferred but non mandatory)