Customer Care Operations Lead

About The Warehouse Group

The Warehouse Group hosts some of New Zealand's most well-known brands, including The Warehouse, Warehouse Stationery, and Noel Leeming, focusing on delivering meaningful experiences for customers and communities throughout New Zealand.

Job Overview

We are seeking a Customer Care Operations Lead responsible for enhancing operational efficiency, planning workforce requirements, generating insightful reports, and driving continuous improvements within the Customer Care division.

Key Responsibilities

• Lead, mentor, and grow an Auckland-based Customer Care team of about eight members.
• Manage daily operational performance, ensuring smooth system and process functioning, along with consistent service delivery.
• Own workforce planning and capacity management by collaborating with an outsourced workforce management team to synchronize demand forecasts, staffing, schedules, and coverage aligned with service, productivity, and customer satisfaction objectives.
• Analyze data and derive insights to spot areas for performance enhancement, improved productivity, and enriched customer experience.
• Handle operational reporting and analytics to support business decision-making processes.
• Work closely with onshore and offshore teams to ensure seamless customer service.
• Champion continuous improvement initiatives and influence the evolution of Customer Care through AI and automation technologies.

Required Qualifications and Skills

• Demonstrated leadership experience with capability to coach and develop high-performing teams.
• Proficient in workforce management including forecasting, capacity planning, and scheduling.
• Strong analytical abilities with competence in converting data into actionable business insights.
• Exceptional organizational skills and meticulous attention to detail.
• Experience collaborating with outsourced or offshore service providers.
• Effective stakeholder management and communication skills.
• Passion for using technology, especially AI and automation, to enhance customer experiences.

Additional Information and Benefits

• Discounts available across the company's prominent brands.
• Special leave benefits such as birthday leave and a charity day off.
• Access to facilities including free parking, electric vehicle charging stations, onsite gym, and café at the Northcote support office.
• Paid parental leave for up to 26 weeks.
• Various wellbeing and professional development opportunities.

The Warehouse Group is a dynamic company providing substantial growth opportunities for employees as it continues to evolve.