Are you a hands-on operations leader who thrives in fast-paced environments and is passionate about delivering exceptional customer experiences? Our clienta global leader in the Business Process Outsourcing (BPO) industryis seeking a Process and Operations Lead to join their dynamic team.

This role offers a unique opportunity to be part of a high-performing customer experience team, representing a prestigious luxury automotive brand. Based in Mascot, NSW, you'll take the lead on daily operations, drive case resolution outcomes, and play a key role in enhancing both team performance and process efficiency.

What's in it for You?

• $91,000 + Superannuation
• Free onsite parking skip the hassle of finding a spot
• Onsite gym stay active and energised
• Ground floor cafés and takeaway options
• Only 10 minutes to shops, restaurants & public transport
• Hybrid flexibility work from home on Fridays after probation
• Structured 3-week onboarding and training
• Stable hours Monday to Friday, 8:00am5:30pm, no weekends

What You'll Be Doing

• Lead day-to-day operations including team rostering, caseload allocation, and floor support
• Coach and guide Case Resolution Centre Executives to ensure smooth case progress and adherence to policies
• Manage and resolve aged or complex cases, escalating where required
• Support and collaborate with the Operations Manager and wider leadership team
• Assist with performance monitoring, reporting, and quality assurance
• Champion a culture of continuous improvement and premium customer service

About You
You're an engaging, process-driven leader with the ability to motivate others, stay organised under pressure, and maintain a strong focus on the customer. You're also someone who thrives in a fast-paced, structured environment.

What You'll Bring
✔ 3+ years' experience in operations, caseload or team leadership
✔ Strong background in customer service or contact centre environments
✔ Excellent coaching, communication, and problem-solving abilities
✔ Strong skills in Microsoft Office particularly Excel, Word, and Outlook
✔ Self-motivated, organised, and confident working independently
✔ Bonus points for experience or passion in the automotive industry

Take the next step in your leadership career. Click APPLY NOW!

Take the next step in your leadership career. Click APPLY NOW