Senior Manager - Customer Service & Operations

The box tickers 

• Lucrative Salary and Bonus
• Manage onshore teams in multiple states and offshore in the Philippines
• Newly created role reporting to the Head of Customer Service  
• Senior-level role across all operational and Customer Service aspects
• Lead strategy and operational management of the contact center, training, quality, and workforce management
• Monday – Friday 9:AM- 5:00PM
• Melbourne CBD location

About the Organisation & Position:  
SMAART is proud to be partnered with a global and innovative company. This is a newly created position reporting to the Head of Customer Service and spearheading all operational requirements of the contact centre & more. This includes driving the delivery of Customer Service strategic priorities, training and continuous process improvement. 

This is a multifaceted role that sees your responsibility lie across several key areas, such as:

• Customer service operations - Manage a team of 600+ (Onshore and offshore)
• Risk, compliance and assurance
• Supplier & stakeholder engagement
• People leadership & culture
• Budget forecasting and management
• Diversity inclusion

About you:
You have a successful track record (10 years +) as a C-suite / General Manager / Director in medium-large organisations and proven success of managing contact centres both onshore and offshore. You are a natural people person and a leader of leaders, driving growth, improvement and delivering the best Customer Service. 

• Demonstrated experience in a contact centre environment, minimum of 10 years. 
• Strong business planning, analytical and process improvement skills
• Proven track record of successfully managing offshore teams
• Extensive expertise in an operational management role is essential

Why Apply?
This is a newly created role at a new leadership level within this organisation. You will be stepping into a role where you can hit the ground running, take complete ownership and drive change. This organisation is 100% values based, priding themselves on their focus on ingenuity, collaboration and respect. 

• Lucrative Salary and Bonus
• Melbourne CBD Location
• Immediate Interviews for an ASAP start

If you meet the criteria above, and you are excited about the opportunity then please APPLY NOW following the prompts below. For any specific questions, please contact Ishmael Salim on *******@smaart.com.au

****Please note due to the anticipated large number of applications, only shortlisted candidates will be contacted.