Customer Care Operations Lead

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 youll 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 smoothly
• Own 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 goals
• Use data and insights to identify opportunities to improve performance productivity and customer experience
• Own 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.

Qualifications :

Youll be an experienced operational leader who thrives in a fast-paced environment and enjoys balancing people leadership customer outcomes and commercial thinking.

Youll bring:

• Proven leadership experience with the ability to coach develop and influence high-performing teams
• Strong workforce management expertise including forecasting capacity planning and scheduling
• Excellent analytical skills with the ability to translate data into actionable insights
• Exceptional organisational skills and attention to detail.
• Experience working with outsourced or offshore service delivery partners
• Strong stakeholder management and communication skills.
• A passion for leveraging technology AI and automation to improve customer experiences

Additional Information :

When you join us we offer a range of benefits that work for you your lifestyle and your career which include: 

• Discounts across our brands 
• Birthday leave and charity day off 
• Free parking EV charging onsite gym and café at our Northcote support office 
• We value collaboration connection & flexibility  Fridays WFH 
• 26 weeks paid parental leave  
• A range of wellbeing support and development opportunities 

The Warehouse Group is constantly evolving this is a great opportunity to grow with us! 

Remote Work :

No

Employment Type :

Full-time