Head of Customer Service (all genders)

HRS AS A COMPANY

HRS, a pioneer in business travel, aims to elevate every stay through innovative technology. With over 50 years of experience, their digital platform, driven by ProcureTech, TravelTech, and FinTech, transforms how companies and travelers Stay, Work, and Pay.

ProcureTech digitally revolutionizes lodging procurement, connecting corporations and suppliers in a cutting-edge ecosystem. This enables seamless efficiency and automation, surpassing travelers' expectations.

TravelTech redefines the online lodging experience, offering personalized content from selection to check-in, ensuring an unparalleled journey for corporate travelers.

In FinTech, HRS introduces advancements like mobile banking and digital payments, turning corporate back offices into touchless lodging enablers, eliminating legacy cost barriers. The innovative 2-click book-to-pay feature streamlines interactions for travelers and hoteliers.

Combining these technology propositions, HRS unlocks exponential catalyst effects. Their data-driven focus delivers value-added services and high-return network effects, creating substantial customer value.

HRS's exponential growth since 1972 serves over 35% of the global Fortune 500 and leading hotel chains.

Join HRS to shape the future of business travel, empowered by a culture of growth and setting new industry standards worldwide.

POSITION

We are looking for a Sydney based Head Customer Service Centre(m/f/d) responsible to lead a busy 24/7 team of customer service consultants who assist and provide exceptional service to our customers. You will oversee the day-to-day operations of the Service Centre, ensuring a high level of service quality, accuracy and efficiency. You will have operational leadership experience in a KPI driven contact centre environment.

CHALLENGE

• Manage the daily operation of the call centre to ensure service delivery standards are met and maintained in line with company defined and contractual objectives.
• Provide cost-effective, high-quality service within agreed SLAs & timelines.
• Setup overall operational metrics and targets and ensure target achievement.
• Oversee workforce schedules and effectively manage shift operations. This includes detailed focus on resource planning to meet service and cost requirements. This includes working closely with outsource partner who provides after hours support and overflow resource support during peak periods. 
• Take end-to-end responsibility of operation of the department to ensure the operational cost is within the budget.
• Manage, coach and develop individuals in the team to ensure targets are met and customer expectations are exceeded.
• Be proactive in identifying and implementing opportunities to enhance the customer service experience and optimize operational effectiveness and efficiencies
• Prepare and compile regular reports to monitor team efficiency, SLAs and overall customer service and report to country Managing Director
• Represent the Customer Service Centre in customer business reviews and prospective client presentations and meetings
• Provide proper orientation and on-the-job training to new hires and current employees
• Setup quality monitoring mechanism and scorecard and implement quality assurance process.

FOR THIS EXCITING MISSION YOU ARE EQUIPPED WITH...

• Previous experience as a Customer Service Centre Leader / Head managing a medium size team, multiple streams and a number of team leaders.
• Bachelor’s degree
• Strong analytical skills
• Excellent knowledge and proficiency in managing resources in a dynamic environment and utilising Call-Centre-Technologies or other related specified software. Genesys, Zammad, Power BI experience is preferred (or equivalent systems)
• Able to demonstrate continuous process improvement and innovation within a CSC.
• Government and Insurance industries experience would be looked upon favourably 
• Experience dealing with 3rd party overflow support would be advantageous. 
• Crisis management experience beneficial
• Strong online and in person presentation skills Committed and driven to achieving excellent results for customers and team members
• Ability to identify, establish and build strong relationships across a broad range of internal and external stakeholder
• Love working in a fast-paced environment
• Good people management skills and service oriented
• A self-starter, self-confidence and good persuasive skills
• A structured, independent and goal oriented working style
• Fluency in English, spoken and written

PERSPECTIVE

Access to a global network of a globally united and mutually responsible “Tribe of Intrapreneurs” that is passionately dedicated to renew the travel industry and while doing so reinvent the ways how businesses stay, work and pay.

Our entrepreneurial driven environment of full ownership and execution focus offers you the playground to contribute to a greater mission, while growing personally and professionally throughout this unique journey. You will continuously learn from a radical culture of retrospectives and continuous improvement and actively contribute to making business life better, smarter and more sustainable.

LOCATION, MOBILITY, INCENTIVE

Position will be required to be in the office 4 days per week (prefer 5 and willing to discuss)
The attractive remuneration is in line with the market and, in addition to a fixed monthly salary, all necessary work equipment and mobility, will also include an annual or multi-year bonus.