Customer Operations Manager

Role Overview
Our client is seeking a seasoned Customer Operations Manager to oversee the daily operations across multiple partners, ensuring quality customer service delivery. The successful candidate will monitor service-levels and workload performance, drive accountability with partners, and provide regular reports to senior leadership on overall group performance. You will play a key role in identifying and implementing strategies to enhance customer service, improve operational efficiency and drive simplification across customer contact channels. Additionally, you will lead, mentor, and support a local Level 3 support team, fostering a culture of continuous improvement and operational excellence. They are lean, agile and entrepreneurial.  To succeed there, you’ll need to bring a can-do attitude, be able to balance strategic and operational priorities and most importantly, care about the people you work with.

In return for your passion, our client offers the empowerment and flexibility of working in a small office, supported by a large international team. They provide a blended office/work-from-home model that values face-to-face collaboration with the team in the Chatswood office. You will also have access to staff benefits, including up to two mobile plans and additional leave to help top up low annual leave balances.
  
Key Responsibilities:

• Oversee daily customer-facing operational activities across all channels and partners, ensuring service-level agreements (SLAs) are met.
• Engage proactively with partners to address performance issues, ensuring accountability and timely corrective actions.
• Identify, design, and implement end-to-end improvements to streamline and enhance call centre operations, customer experience, and efficiency.
• Lead continuous improvement initiatives across the Customer Service group, fostering a culture of operational excellence.
• Collaborate on designing and executing strategic initiatives to enhance overall performance.
• Provide leadership, coaching, and support to the local Level 3 support team, promoting growth and development.
• Build and maintain strong relationships with outsourced and enablement partners to achieve mutual goals.
• Redesign and manage quality and compliance frameworks, exploring and integrating new technologies and methodologies to drive improvements.
• Generate performance reports and present insights to leadership, highlighting trends and recommending actionable strategic improvements.

  
This role will suit someone who is in a leadership position within a call centre, looking for their next move to broaden their skillset. If you have:

• Minimum 7 years of proven leadership experience within a call centre or operational management environment.
• Exceptional problem-solving skills with the ability to identify innovative solutions to operational challenges.
• Strong analytical and reporting skills, with experience presenting data-driven insights to senior management.
• Familiarity with regulatory standards in the telecommunications industry would be advantageous.
• Demonstrate ability to implement and manage effective change in an operational environment.
• Highly collaborative team player who proactively engages with colleagues and stakeholders.
• Enthusiastic approach to challenges, willing to "roll up sleeves" to support team success.

Preferred Experience:

• Previous experience managing relationships and performance with outsourced partners.
• Knowledge of telecommunications regulations and compliance frameworks.
• Demonstrated history of implementing successful continuous improvement initiatives.

If you're an energetic, solutions-driven individual looking for your next career step, we want to hear from you.