Are you ready to be part of something bigger? At Lite n' Easy,we'renot just about meals;we'reabout transforming lives through better eating habits.
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Job Description
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The Role
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This is a big senior leadership opportunity — the kind where you get to shape strategy, lead large teams, lift customerexperienceand drive real improvements in service,performanceand engagement across the business.
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Ifyou'rea strategic leader who knows that great teams and strong culture are what delivergreat results, and you havea track recordof leading leaders, this could be your chance to be part of something huge. We'regenuinely excited aboutwhat'sahead — and despite the name, this opportunity is anything but "Lite".There's real scope here to make your mark, build something meaningful and createa lasting legacy.
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What'sin it for you?
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Varietypacked role in afast-pacedenvironment
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Influencehow millions of Australians connect with our products and brand
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Createpurpose and shape people's lives
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Be part of our journey, a chance to make changes and create legacy for one of Australia's most iconicbrands
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Key Responsibilities
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Develop and execute the National Contact Centre strategy aligned to organisationalobjectives.
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Identifyopportunities for innovation,automationand process improvement to enhance both customer and employee experience.
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Responsible for the recruitment,selection,inductionand developmentfor all team members nationally, includingContact CentreManagers, TeamLeadersand Consultants.
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Monitor financial performance andidentifyopportunities for cost efficiencies whilstmaintainingcustomer service standards.
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Develop,manageandmonitorService Level Agreements andperformance metrics nationally, including operational, efficiencyopportunities, trends, and serviced based metricsand ensure national transparency
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About You
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Ability to lead large, multi-site or national contact centre operations across voice, email, live chat, social and digital channels, whilemaintainingstrong service standards.
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A history definingand executing strategy that aligns with businessobjectivesand drives measurable operational outcomes.
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Demonstrated ability to build a positive, high-performance culture, lift employee engagement, develop leaders, improve teamcapabilityand reduce staff turnover.
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Experience using customer insights, complaints, NPS, CSAT and service metrics to improve customer outcomes, servicerecoveryand overall customer loyalty.
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Strong understanding of workforce planning, rostering, service levels, productivity, KPIs, quality assurance, payrollprocessesand cost control in a contact centre environment.
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Ability toidentifyopportunities for process improvement, automation, technologyoptimisationand cost efficiency while balancing customer experience, employeeexperienceand business performance.
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Ifyou'reexcited to take on your next challenge and contribute to one of Australia's leading food companies, Join us in shaping the future of healthy eating in Australia.
\n *Candidates must have full work rights in Australia to be considered for the role.
Head of National Contact Centre • Melbourne, VIC, AU
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