Contact Centre Operational Manager

We have an exciting opportunity…

For a Contact Centre Operational Manager to join the team at Mas National. Located in Adelaide SA 5000, the Contact Centre Operations Manager plays a key role in the management and performance of the Contact Centre.

The Company:

Mas National is a non-for-profit business, part of IntoWork Group and well regarded as an Industry Leader providing high quality Australian Apprenticeship Support Network (AASN) services. At Mas, we pride ourselves on the high quality service and support we have delivered to our Apprentices, Trainees and Employers across Victoria, South Australia, Tasmania and Queensland for over 20 years.

About the role:

Contact Centre Operational Manager will be responsible for the management of the Contact Centre Team Leaders and their teams. Reporting directly to the Contact Centre Manager the Operations Manager will ensure the achievement of departmental KPI's and responsibility for a number of key work types and will ensure contracted and performance targets are met.

The Contact Centre Operational Manager will have a strong focus on driving high standards in all aspects of work, employee engagement, and workplace culture.

About you:

The successful candidate should have a passion for building and supporting teams within the Contact Centre. The candidate should also have strong people management skills and the ability to manage effective conversations with internal departments such as HR and IT for the continuing success of the Contact Centre.

Key Responsibilities includes-

• Lead, develop and maintain skilled and motivated Team Leaders and their teams. Shift and maintain performance and behaviors across the team. Address any concerns or skill gaps within the leadership team and a timely and effective manner.
• Ensuring we meet all contractual requirements for key accounts supported by the Contact Centre both internally and externally
• Continuous improvement process to ensure Growth and Diversity
• Work with various stakeholders to ensure workload allocation and job management
• Support the Workforce Management Team with rostering, planning for medium and long term goals
• Manage performance of direct reports
• Ensure employee retention meets the needs of both the business unit and market and that appropriate skills and contract knowledge are maintained within the team
• Provide ongoing monitoring of performance against pre-agreed indicators and address gaps as appropriate

Skills/Experience

• Proven results in Contact Centre or similar field
• Experience in a similar role within an aligned industry or Government program would be well regarded
• Proven experience in providing high levels of leadership and management
• A sound understanding of business practices, especially from a management perspective
• A high level of communication and interpersonal skills with the ability to build and maintain relationships
• Capacity to meet set targets and KPI's
• Outstanding organisational and time management skills, with the ability to manage a multi-task workload in a fast paced environment
• Ability to contribute to operational growth through business development opportunities
• Ability to promote MAS National services to stakeholders
• Proven oral and written communication skills
• Demonstrated proficiency in the use of Databases and Microsoft office software

In order to be considered for this role, you must have the following:

• The ability to obtain a National Police Clearance and Working with Children Check

Benefits

When you join Mas National, you will become part of the IntoWork Group. Our team and culture are key to our success, underpinned by our shared core values of Respect, Innovation, Collaboration, Integrity, and Courage.

• Hybrid working arrangements available
• Competitive salary package

If this sounds like the role for you, please click 'Apply' and attach your cover letter & current resume. For a confidential discussion about the role, please contact Recruitment Consultant Rish Alexander at ***************@findstaff.com.au

If you meet the above criteria, please 'Apply for this job'