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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates strong leadership in managing a large customer service team, focusing on performance improvement, recruitment, and training. Proven ability to utilize performance data to enhance service levels and operational efficiency.
Highest-signal resume keywords
People Management ExperiencePerformance Data AnalysisRecruitment and OnboardingOrganizational SkillsExcellent Communication Skills
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Staffing ManagementPerformance TrackingQuality AssuranceProcess ImprovementTraining Development
Soft Skills
Attention to DetailConfidence in Performance ConversationsAbility to Follow Through
Tools & Technologies
ZendeskLive ChatWorkforce Management
Industry Keywords
Customer ServiceHigh-Volume OperationsOffshore Team ManagementFast-Growing Technology BusinessesHospitality
About the role
Key responsibilities & impact- Lead and develop a team of 30+ customer service agents
- Own the day-to-day performance of the Australian customer support operation
- Manage staffing, rosters, attendance, shift coverage and daily service performance across chat, email and other support channels
- Own recruitment, interviews, selection and onboarding
- Ensure new agents are trained and productive quickly
- Track individual and team productivity, SLAs, quality and backlogs
- Identify issues early and take action
- Run one-on-ones, provide feedback, manage underperformance and develop frontline supervisors
- Investigate customer issues and support agents with difficult cases
- Implement improved processes, training and support tools
- Build a motivated, accountable team and scalable operation
- Work directly with senior leadership
Requirements
What you’ll need- 3+ years of direct people management experience in a customer service or high-volume operations environment
- Proven experience managing staffing, performance, recruitment and onboarding
- Experience leading offshore or remote teams, ideally in the Philippines
- Track record of using performance data to improve productivity, quality and service levels
- Strong organisational skills and attention to detail
- Ability to follow through
- Excellent communication skills
- Confidence having direct performance conversations
- Bonus points for experience with Zendesk, live chat, workforce management, hospitality, marketplaces or fast-growing technology businesses
Benefits
Comp & perks- EatClub staff discounts
- Dining vouchers