Contact Centre Operations Manager
Troocoo
- Brisbane, QLD
- Permanent
- Full-time
Troocoo are proud to be partnering with a thriving global financial services provider in a period of significant growth and transformation.
Although a commercial organisation, our client is particularly driven by their values and ensuring the processes are ethical and human-centric above all.About the Role
The Operations Manager is a pivotal role, responsible for overseeing the efficient functioning of daily operations. As the Operations Manager, you will report directly into the AU Director and have a dotted reporting line into the Operations team in the UK. You will be the primary figure of leadership for the contact centre, ensuring adherence to company policies, compliance with industry regulations, and achieving performance targets.Your key duties and responsibilities will include, but are not limited to:
- Provide exceptional leadership to the frontline team, which includes contact centre agents, complaints, hardship, and their team leaders, ensuring engagement is prioritised.
- Oversee the learning and development of the frontline team, including onboarding programs, ongoing performance reviews, and coaching to ensure consistent development and improvement in frontline performance.
- Collaborate on operational strategy with the Australian leadership team, identifying areas for improvement on the frontline.
- Work closely with Team Leaders on quality assurance and identify areas for improvement and development, to drive the achievement of Key Performance Indicators.
- Reporting and analysis of key metrics, including agreed KPI’s, performance and customer SLA’s to ensure an accurate view of operational performance.
You will be a dynamic, collaborative Operations Manager with demonstrated experience at the leadership level. You will bring a commercial mindset and exceptional problem-solving capability to identify fit-for-purpose solutions. You will thrive acting as a conduit between operations and strategy, bringing your frontline exposure and utilising reporting and analytics to provide recommendations. You will be a proactive, engaging, and energetic leader with the ability to engage individuals to strive for high performance.You will also have:
- Demonstrated previous experience managing an outbound call centre within financial services or sale.
- Previous experience with outbound dialler (ideally Genesys) and workforce management is critical.
- Strong commercial mindset, and ability to generate reports and interpret data to provide critical operational performance insights.
- An understanding of work-from-home workforces and ability to monitor and identify performance implications.
- Strong technological capability.