Call Center Operations Manager

Are you interested in health, fitness, longevity and wellbeing? 
Can you manage the operations of a call centre and keep the business running to a high standard?
Are you known for creating systems and processes and have implemented them seamlessly in the past?

Masseuse Massage Chairs needs a hands-on Call Center Operations Manager that can take our systems and processes to the next level! 

Ultimately, you will understand the customer journey and improve the processes and systems to help deliver tangible results.

About Us:

Masseuse is a leading innovator in the wellness industry, dedicated to enhancing the lives of our customers through cutting-edge technology.

We’re Australia's biggest massage chair brand (Google us!) and our award winning chairs provide unparalleled relaxation, stress relief, and rejuvenation.

We’re excited and ready to expand into new wellness categories including ice baths and saunas. And we intend on becoming numero uno, too, so let’s go!

Our marketing budget is significant and we work with legendary brand ambassadors including Olympian Dawn Fraser, Entertainer Kamahl and Celebrity Chef, Miguel Maestre.

We believe in living a long and healthy life and we’re committed to delivering high-quality products that exceed our customers' expectations.

Our objective is to create happiness for our team with a culture of positivity, growth, gratitude, and high performance. We live and breathe our company values:

• Create Happiness!
• Be honest, speak up, listen hard!
• Create Solutions and own them!
• Make the world better!
• Hustle hard until we win!

About You:

You will be committed to creating happiness with the best customer service around. You will always look to improve efficiencies and do everything you can to make the customer experience even better. 

You will exceed customer expectations and ensure efficient delivery of our high value luxury  products through management of our warehouses and delivery partners.

Your key responsibilities will be overseeing and ensuring our phone-based customer service (Happiness Team) and sales team have a systemised efficient approach to the day to day operations of the department. 

You will be accountable for call centre operations and employee productivity; building a high-performance culture which ensures the team members thrive and organisational outcomes are met.

You will act as the integrator and execute the company and CEO’s vision and strategy and deliver business critical projects to enhance operational efficiencies and ensure the maintenance of BAU.

• To fit the team, we are looking for a high performer with a positive mind-set who has a “no task too big or small” attitude, and a yearning for personal and professional growth and development.
• You are process driven with the inherent ability to execute.
• You have excellent organisational, prioritisation & delegation skills
• You have the ability to make business critical decisions, often in a pressured environment.
• You are flexible & embrace change within the business.
• You show a strong level of professionalism and lead by example.
• You possess exemplary financial acumen; are fiscally sound & responsible.  
• You can strategize & plan at the same time, setting clear expectations.
• You have a high level of intellectual and emotional intelligence, resilience and an engaging and empathetic leadership style.

Role and Responsibilities:

• Reporting to the CEO, the  Call Center Operations Manager will be implementing the business strategy and oversees the business operations and the work of the leadership team.
• Delivering superior outcomes to customers by meeting all company standards and exceeding customer expectations.
• Vision to sense opportunities and threats in the environment, judgement to weigh alternative responses, plan, and execute quickly.
• Maintain and build trusted relationships with key customers, clients, partners, and stakeholders.
• Ensure exceptional after sales service is maintained throughout the businesses, and manage retention ensuring returns into the business are within expected range. 
• Take on the Integrator position and execute as per EOS framework. 
• Execute and deliver operational and business development projects when required 
• Be available to support the wider team during their rostered hours;  their hours are between 8:30 AM - 8:00 PM Monday- Friday- plus shorter hours Saturday and Sunday.

Policies, processes & systems

• Assess the performance across all aspects of the business, ensuring the creation and deployment of effective strategies, systems and processes to enhance business activities and profitability, including call centre operations.
• Create a fun and economically sustainable working environment and oversee all day to day operations, coordination, prioritisation, issue management and resource allocation to ensure efficient operations.
• Evaluate, develop, implement, manage, and monitor customer service and sales flow processes.
• Understand the CRM’s and telephonic systems to maximise business efficiencies 
• Reduce company operating costs and improving processes directing, planning and supervising the start-up of new operations and markets including resource requirements; such as staffing & facilities.

Coaching, leading, & mentoring

• Inspire employees to challenge the status quo, be open to new ways of doing things, and inspire others to look beyond limitation.
• Build, motivate and empower the Leadership team to deliver on short and long-term company strategic and operational plans and goals by providing guidance and feedback through reviews, regular one-on-one meetings, and frequent communication.
• Drive a high performance culture and mindset through coaching and development.

Driving company vision & culture

• Collaborate with the CEO and Leadership Team in setting and driving the organisational vision and strategy.
• Oversee company operations and employee productivity; building a highly inclusive culture which ensures that team members thrive and organisational outcomes are met.
• Live, breathe & represent the company core values and make business critical decisions with them as a reference point.

Key qualities & attributes

• You are process driven with the inherent ability to execute.
• You have excellent organisational, prioritisation & delegation skills
• You have the ability to make business critical decisions, often in a pressured environment.
• You are flexible & embrace change within the business.
• You show a strong level of professionalism and lead by example.
• You possess exemplary financial acumen; are fiscally sound & responsible.  
• You can strategise & plan at the same time, setting clear expectations.
• You have a high level of intellectual and emotional intelligence, resilience and an engaging and empathetic leadership style.

Ready to Join Us?

If you're ready to unleash your marketing prowess, fuel our brand's growth, and make a real impact, we want to hear from you! Joining us in this role will provide you with:

• Career Development - The business is rapidly growing and expanding into international markets… providing boundless personal growth and development opportunities!
• Job enrichment – Plenty of opportunity to grow your career, develop your repertoire, and improve your skill sets.
• Job Security - The business and team have never been busier, or more successful. One of Australia’s only high revenue, high growth Scale-ups, that’s already in profit!

Join us in our mission to bring well-being and happiness to the world. Become a part of the Masseuse family today!