Inbound Channels Lead – Customer Care
Inbound Channels Lead – Customer Care Apply locations Victoria time type Full time posted on Posted 4 Days Ago job requisition id R012190
The Role You Could Play
As the Lead of our Inbound Channels, you'll spearhead our Customer Care Inbound Teams, playing a pivotal role in elevating the customer service experience. Your leadership will directly influence and support various Team Leaders overseeing a diverse group of over 40 dedicated team members. Your mission is to refine and advance our team of Customer Care Specialists who operate across emails, phone, and live chat.
You will be instrumental in nurturing a team that embodies the essence of MECCA, champions of delivering personalized and engaging experiences that are as unique as each of our customers. Your guidance will ensure our team not only meets but exceeds our customer's expectations and sets a new standard in bespoke 1:1 customer interactions.
You will bring experience and insight from your background in call/contact centre operations to create a high performing environment that blends traditional contact centre efficiencies with the MECCA magic experience to deliver a truly unique experience for both our customers and team. As a strategic thinker, you will ensure the rosters are optimised for efficiency and budget compliance.
What You Will Bring
You will be an operationally savvy people leader in Customer Service, ideally within Retail, who can demonstrate a commitment to continuous improvement and customer service excellence to ensure that MECCA and our customers are receiving a positive experience every time. With prior experience in a results driven environment, you will have a passion to lead, nurture and motivate your team to meet and exceed KPIs, develop action plans to lift performance and achieve the business objectives.
With an agile approach, you will be committed to continuous improvement and can effectively and efficiently solve problems, regardless of the complexity of their issue. You will be capable of using data and analytics to communicate actionable insights to influence the strategic direction of the Customer Service team. This is an excellent opportunity for someone who has the vision and drive to deliver a best-in-class customer experience through our customer service channels.
You will also be able to demonstrate the following:
Proven experience within a changing environment in a growing business Exceptional communication, rapport building and negotiation skills Strong interpersonal skills with an ability to demonstrate empathy Strong data analysis skills and ability to derive and communicate actionable insights Organised and strategic planner with attention to detail Ability to effectively understand and manage risks Customer obsessed and resolution focused Highly self-motivated and hungry to learn Your Life At MECCA
Whilst we are singularly focused on our #CustomerFirst mantra, we know that wouldn't be possible without an incredible team that is guided by our MECCA values and motivated each and every day to be solutions focused, innovative, collaborative and adaptable, and have a bit of fun along the way!
Some of our other team member benefits include:
Professional development programs and first-class digitised learning offering Health and well-being initiatives Reward and recognition programs Access to bonus and incentive programs Access to quarterly product allowance Up to 40% discount Benefits are subject to company policy, as updated from time to time.
There are also so many other ways in which you'll be made to feel part of the MECCA story as we love to celebrate, surprise and delight our team along the way.
To learn more about life at MECCA Brands, follow us on LinkedIn at MECCA Brands or @lifeatmecca and for all current opportunities, visit
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