We are now looking for a Customer Care Operations Lead to drive operational excellence, workforce planning, reporting, and continuous improvement across Customer Care function.This is a unique opportunity for a people-focused leader who enjoys combining data, planning, operational problem-solving to deliver exceptional customer outcomes.What you'll be doing:Lead, coach and develop our Auckland-based customer care operations team (circa 8 team members)Drive the day-to-day operational performance of Customer Care ensuring systems, processes and service delivery run smoothlyOwn workforce planning & capacity management, working closely with our outsourced WFM team to align demand forecasts, staffing plans, schedules and operational coverage to service level, productivity & customer experience goalsUse data and insights to identify opportunities to improve performance, productivity and customer experienceOwn operational reporting and analytics, enabling informed decision-making across the business.Partner closely with onshore and our offshore team to deliver seamless service outcomes.Support continuous improvement initiatives and help shape the future of Customer Care through AI and automation.
