Customer Experience & Process Optimisation Manager (contact Centre)

Cuscal

Sydney, Australia
On-site
Contact centre operations
Process design and improvement
Workforce planning
The Customer Experience & Process Optimisation Manager is accountable for improving customer experience, operational efficiency, and fraud outcomes across Call Direct and Fraud Operation

Job Summary

  • The Customer Experience & Process Optimisation Manager is accountable for improving customer experience, operational efficiency, and fraud outcomes across Call Direct and Fraud Operation.
  • Responsibilities include analysing customer-facing processes, developing customer journey maps, owning workforce planning, and leading operational improvement initiatives.
  • Cuscal is committed to providing a diverse and inclusive workplace with flexible work arrangements and a wide range of benefits.

Matching Summary

The Customer Experience & Process Optimisation Manager is accountable for improving customer experience, operational efficiency, and fraud outcomes across Call Direct and Fraud Operation.

Skills & Requirements

Must-have

  • contact centre operations
  • process design and improvement
  • workforce planning
  • performance reporting
  • telephony optimisation
  • customer journey mapping

Nice-to-have

  • business analysis capability
  • fraud outcomes improvement
  • change delivery support
  • automation initiatives

Key Requirements

  • Extensive experience in contact centres
  • Financial services experience
  • Proficiency in Microsoft Office Suite
  • Experience with JIRA and Confluence

Work Rights

Not specified

Tailored Resume

Cover Letter