Senior Strategy Consultant providing data - based strategic direction at CenterWell. Blend of strategy development with operating model and execution rigor, supporting various business segments.
About the role
- CX Operations Manager at Spacetalk leading offshore BPO support team in Cebu. Driving operational excellence and customer satisfaction in a high-growth technology firm.
Responsibilities
- Own daily operational performance of the BPO support team, including real-time monitoring of queues, backlogs, SLAs, productivity, and service levels.
- Drive BPO performance across key metrics: agent productivity, SLA adherence, First Contact Resolution (FCR), Average Handling Time (AHT), CSAT, and NPS.
- Champion a customer-first culture; analyse feedback and verbatims to reduce repeat contacts and improve resolution quality while ensuring brand-aligned interactions.
- Partner with Product and Engineering to ensure support readiness for launches, firmware releases, and updates—including updated SOPs, training, knowledge base, capacity forecasting, and post-launch insights.
- Lead development and governance of a robust, scalable knowledge base (internal SOPs, troubleshooting flows, decision trees) to support FCR and reduce knowledge gaps.
- Identify inefficiencies and lead continuous improvement initiatives across people, process, and technology to optimise cost-to-serve without compromising quality.
- Act as primary operational interface with the BPO partner—leading reviews, ensuring contractual obligations, and supporting workforce planning.
Requirements
- 3–8+ years in customer support, BPO operations, or related roles, with demonstrated ability to manage offshore teams (Cebu/Philippines experience highly regarded).
- Strong operational execution mindset with bias for action and high accountability.
- Proficiency with Intercom (or similar CX platforms) and data/analytics tools for KPI dashboards, reporting, and root-cause analysis (e.g., Excel, Google Sheets, Looker/Tableau).
- Excellent verbal and written English communication for cross-cultural management and stakeholder alignment.
- Experience in performance management, SLA/KPI monitoring, and building accountability frameworks.
- Comfort working across time zones with remote teams and a customer-first mindset balanced with commercial awareness.
Benefits
- Competitive salary package commensurate with experience.
- Flexible hybrid working arrangements in Sydney.
- Opportunity to shape global CX operations in a high-growth ASX-listed tech company.
- Professional development through exposure to AI transformation, enterprise analytics, and strategic CX initiatives.
- Collaborative environment with direct access to senior leadership.
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Tech skills
Location requirements
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