Operations Manager - Contact Centre

• Adelaide, CBD Location
• Free onsite parking
• Large growth opportunity

Are you an experienced and dynamic Contact Centre leader looking for a new opportunity in 2024? We are seeking a talented individual to lead a team of 7 Team Leaders and up to 70 indirect front line staff.
Be part of an organisation that drives customer satisfaction and fuels quality results.
What's in it for you?

• Competitive salary
• Job security and true work life balance - hybrid working arrangement
• Free on site parking
• Professional development and growth opportunities within the organisation
• High growth phase organisation - be apart of the growth and transformation
• Team collaboration activities
• Flexi hours

Role Overview:
As the Operations Manager, you will work closely with the Contact Centre Manager and the senior leadership team to oversee a diverse team within an inbound and outbound function. Your leadership will drive the delivery of exceptional customer experiences, ensuring that customers receive top notch assistance and guidance with their queries.
Key Responsibilities:

• Lead, mentor, and inspire a team of Customer Service Officers, Team Leads, and Support staff
• Develop and implement strategies to enhance customer satisfaction, improve service quality, and achieve performance metrics
• Collaborate with cross functional teams to streamline processes and enhance operational efficiency
• Monitor and analyse key performance indicators to identify trends, areas of improvement, and opportunities for growth
• Provide regular performance feedback, conduct coaching sessions, and support ongoing training initiatives
• Foster a positive and inclusive team culture that promotes collaboration, innovation, and employee engagement
• Ensure compliance with company policies, industry regulations, and data security protocols

What we are looking for:

• Proven experience as a Contact Centre Manager/Service Delivery Manager, with a track record of successfully leading and developing teams.
• Excellent communication, interpersonal, and problem solving skills.
• Demonstrated ability to manage and optimise operational processes to meet business goals
• Experience with Contact Centre technology, reporting tools, and customer relationship management (CRM) systems
• Adept at analysing data to make informed decisions and drive continuous improvement
• Strong leadership skills, with the ability to motivate and engage team members
• Flexibility to adapt to changing priorities and business demands.

Apply
If you are a results driven Contact Centre leader with a passion for delivering exceptional customer experiences and leading high performing teams, we encourage you to apply.
To apply, please submit your resume outlining your relevant experience. Alternatively, please feel free to reach out for a confidential chat to Olivia Detomaso - National Contact Centre Principal Consultant at olivia.detomaso@randstad.com.au or connect on Linkedin at Olivia Detomaso.
At Randstad, we are passionate about providing equal employment opportunities and embracing diversity to the benefit of all. We actively encourage applications from any background.
At Randstad, we are passionate about providing equal employment opportunities and embracing diversity to the benefit of all. We actively encourage applications from any background.
Skills
Operations Manager, customer service, Contact Centre, Contact Centre manager
Education
Secondary School/High School