We have an exciting opportunity for a Customer Service Enablement Manager to lead portfolio within Customer Service, focused on improving operations, workforce planning, knowledge management, and leveraging technology and automation. Driving continuous improvement, you will be supporting a high-performing, hybrid team through direct leadership and close collaboration with the Customer Service Manager to ensure empowered teams, actionable insights, and evolving service delivery aligned with customer and business needs.

This role is required to be based in Melbourne.

Key Accountabilities 

• Provide daily leadership to part of the Customer Service team, focusing on engagement, performance, and development.
• Drive operational and strategic excellence across workforce planning, performance insights, and tool utilisation.
• Own workforce planning and demand forecasting for the onshore team across all supported channels and provide input and collaborate with offshore teams to align forecasts with overall volume expectations.
• Manage performance reporting for the Customer Service team across SLAs, productivity, quality, revenue, and engagement metrics.
• Drive optimisation of existing technologies to enhance efficiency and CX, particularly through AI, automation, and tooling enhancements while identifying and implementing innovation opportunities that deliver value
• Oversee and optimise Virtual Assistants, CoPilot and AutoPilot tools across Live Chat and SMS.

Key Capabilities 

• Extensive experience in performance reporting and data analysis, with advanced Excel skills.
• 1+ years experience managing a team
• Experience working with Salesforce Service Cloud and/or Powerfront Inside (or comparable CRM and live chat platforms).
• Strong written and verbal communication skills, with the ability to simplify complex information.
• Highly organised with excellent time management and prioritisation skills.
• Comfortable working across multiple stakeholders, platforms, and data sources.
• Analytical, resourceful, and solutions-focused with a continuous improvement mindset.