Operations Manager - Contact Centre


Company Description

We are one of Australia's leading national providers of outsourced sales and customer service support.

Our Success comes down to a positive work culture where the hard work and dedication of our employees are rewarded with a range of benefits including:

  • An active social engagement program, monthly VIP nights and incentives
  • Health & wellbeing initiatives including group fitness classes, cash rewards and others
  • Multiple reward & recognition programs
  • Career development and progression opportunities

Job Description

The Role:

You will play a key role in supporting the Centre Manager in managing daily centre performance. You will use your strong analytical skills to interpret reports and implement initiatives to improve sales performance and customer service.

You will develop your Team Leaders to be highly influential and results focussed and work together to create an open and inclusive culture that is responsive and dynamic.

Your knowledge, skills, and experiences:

  • Leadership skills with demonstrated experience collaborating with operational team members
  • Contact Centre Management experience
  • Knowledge and understanding of call centre customer services processes and techniques including telco services products and systems
  • Demonstrated experience in coaching and development team members
  • Demonstrated experience engaging and influencing stakeholders at various levels
  • Proficient with Microsoft Office Suite
  • Superior understanding of compliance requirements
  • Excellent problem solving, analytical, and decision-making ability - able to make sound decisions under pressure
  • The ability to persuade, influence, and manage people and customers
  • Ability to work autonomously and within a team environment
  • High standard of professionalism and integrity

Qualifications

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Additional Information

COVID – Safety

At TSA, the health, safety, and well-being of our team is our number one priority! In response to the COVID-19 pandemic, we have introduced a number of robust practices to keep our team safe, such as; physical distancing measures, control measures for our visitors, temperature testing, isolation requirements where applicable and so much more. We take our responsibility to protect the health and well-being of our team and our community very seriously


Check out our social media pages:

Website: https://tsagroup.com.au/

Instagram: tsa_group_

LinkedIn: https://www.linkedin.com/company/tsa-group-australia/