Technical Operations Manager

6 days ago


Melbourne, Victoria, Australia Ingenico Group Full time
Job Description

We are seeking a highly skilled and experienced Technical Operations Manager to lead our Contact Centre team in Melbourne. As a key member of our team, you will be responsible for ensuring the effective and efficient functioning of our Technical contact centre.

In this role, you will oversee daily operations, optimise processes to enhance customer satisfaction and drive performance, and lead, inspire, and motivate the team to meet or exceed targets. You will work closely with the Contact Centre Manager to implement strategies to improve contact centre operations, including improving agent productivity, outcome-based performance, and customer/merchant satisfaction.

Your responsibilities will include managing daily operations, leading a team of technical support representatives, overseeing the use of resources, adherence to service level agreements, and achieving performance targets. You will also assist in the recruitment, training, and coaching of contact center agents, ensuring they possess the technical skills and product knowledge required to provide excellent customer support.

You will act as the point of escalation for complex issues, assist contact center agents in resolving challenging customer problems, and collaborate with other departments such as field service and quality assurance to identify customer/merchant pain points and suggest enhancements or process improvements. Additionally, you will maintain contact center technology infrastructure, analyse contact center metrics, generate reports, and utilise data-driven insights to identify patterns, trends, and areas for improvement in service quality and customer satisfaction.

A strong leader with experience in managing high-performing teams in fast-paced contact centre environments is essential. You must have a proven track record of successfully analysing data, generating reports, and utilising insights to drive improvements. Your technical background should include a deep understanding of the technical support industry and best practices, as well as proficiency in using contact centre technologies and software, such as ticketing systems, customer relationship management (CRM) tools, and workforce management systems.

This role requires strong leadership skills, excellent communication (written and verbal), good time management abilities, and the ability to work well within your team and autonomously. You should be proactive, able to take initiative, and meet KPIs.

Requirements
  • Proven track record of successfully leading and managing a team in a fast-paced contact centre environment
  • Strong technical background with a deep understanding of the technical support industry and best practices
  • Proficient in using contact centre technologies and software
  • Excellent analytical and problem-solving skills
  • Ability to multitask and remain calm under pressure
  • Strong communication and interpersonal skills
  • Ability to work well in a team environment
Salary

The estimated salary for this role is $120,000 per annum, depending on location and experience.



  • Melbourne, Victoria, Australia Fujitsu Full time

    About FujitsuWe are an organization with a strong set of values and a history of respecting fairness and equality, whilst promoting diversity, equity, and inclusion.Fujitsu constantly pushes itself to do better and strives to bring together a diverse mix of perspectives and talents in an inclusive environment, where we encourage our people to bring their...


  • Melbourne, Victoria, Australia RMIT University Full time

    Job SummaryWe are seeking a highly skilled Technical Services Coordinator to oversee the day-to-day operations of our technical facilities. The successful candidate will lead a team of technical officers, leveraging their specialized skills in technology, building trades and sustainability.About the RoleThis is a full-time, continuing position that offers a...


  • Melbourne, Victoria, Australia Integrated Project Services Full time

    Job SummaryWe are seeking a dedicated and experienced Senior Technical Operations Manager to join our team at Integrated Project Services. This role will provide leadership of technical CQV operations and be responsible for the operational activities of the group with regard to HR activities, Performance Development, and overall custody and care of assigned...


  • Melbourne, Victoria, Australia NetApp Full time

    Job Summary:We are seeking a skilled Technical Support Manager to oversee the daily operations of our EMEA technical support team. This role demands experience in managing technical support teams, driving change, and fostering a collaborative culture.Key Responsibilities:Operational ExcellenceOversee daily operations of the EMEA technical support team,...


  • Melbourne, Victoria, Australia Fujitsu Full time

    About FujitsuWe are a global organization with a strong set of values, respecting fairness and equality while promoting diversity, equity, and inclusion.Job DescriptionSquad Leader Role:As a Technical Squad Operations Manager at Fujitsu, you will lead the operational delivery of a squad of technical resources. Your key responsibilities include planning,...


  • Melbourne, Victoria, Australia Splunk Inc Full time

    Job SummaryWe are seeking a highly skilled Senior Technical Operations Manager to lead our Rapid Response Team at Splunk Inc. As a key member of our Global Technical Support team, you will be responsible for providing day-to-day leadership, mentoring, and guidance to the RRT team.Key Responsibilities:Provide strategic leadership and direction to the RRT...


  • Melbourne, Victoria, Australia Fujitsu Full time

    Fujitsu is seeking a Senior Technical Operations Manager to lead the operational delivery of our squad. The successful candidate will be responsible for planning, coordinating, and prioritizing squad activities to meet and exceed service level agreements (SLAs) to support business objectives.The ideal candidate will have experience working within...


  • Melbourne, Victoria, Australia Melbourne and Olympic Parks Full time

    Technical Operations SpecialistWe are seeking a skilled Technical Operations Specialist to join our Building Services team. This casual position will involve managing base building technical services and general building operations during events. The successful candidate will be responsible for tasks such as responding to plumbing issues, adjusting...


  • Melbourne, Victoria, Australia Melbourne and Olympic Parks Full time

    Technical Operations Assistant RoleWe are seeking a highly skilled Technical Operations Assistant to join our Building Services team on a casual basis. This role will involve managing base building technical services and general building operations during events. Key responsibilities include:Providing assistance and troubleshooting for technical issues...


  • Melbourne, Victoria, Australia Orora Group Full time

    About the Role The Technical Service Engineer will provide critical technical support for ongoing production and sample preparation, ensuring seamless machine performance and efficient operations at our Dandenong Can manufacturing site. This role will commence once the machinery arrives in Australia, with the engineer playing a key part in the installation...


  • Melbourne, Victoria, Australia Stryker Australia Pty Ltd Full time

    Job OverviewStryker Australia Pty Ltd is a leading global medical device company, and we are seeking an experienced Field Service Excellence Manager to join our team in Australia. As a key member of our operations team, you will be responsible for leading a team of dedicated field service engineers across multiple states.About the RoleWe are looking for a...

  • Squad Leader

    1 month ago


    Melbourne, Victoria, Australia Fujitsu Full time

    Job Title: Squad Leader - Technical Operations ManagerJob Summary:We are seeking a highly skilled and experienced Squad Leader to join our team at Fujitsu. As a Squad Leader, you will be responsible for leading the operational delivery of a squad of technical resources, coordinating their efforts to deliver exceptional support that directly or indirectly...


  • Melbourne, Victoria, Australia Symbio Full time

    OverviewSymbio is a software company that revolutionizes the way the world communicates. Our platform delivers the full communication stack, from carrier infrastructure to enterprise collaboration, across multiple Asia-Pacific regions.We are part of the Aussie Broadband Group - a fast-growing technology services provider with a significant presence in the...


  • Melbourne, Victoria, Australia Melbourne and Olympic Parks Full time

    Technical Operations SpecialistWe are seeking a skilled Technical Operations Specialist to join our Building Services team at Melbourne & Olympic Park. As a key member of our team, you will be responsible for ensuring the smooth operation of our facilities during events.Key Responsibilities:Provide technical support and troubleshooting for issues encountered...


  • Melbourne, Victoria, Australia FinXL Full time

    FinXL is a leading Australian-owned provider of technology-enabled business solutions and consulting services. As a mid-tier service provider, FinXL boasts a diverse portfolio of clients from the Telecommunication, Banking and Finance, and Commercial Corporations sectors, as well as State and Federal Government Departments.The company is seeking an...


  • Melbourne, Victoria, Australia CBRE Full time

    About the Role:As a CBRE Data Center Technician, you will perform critical maintenance and repair services within a data center operation.This job is part of the Critical and Technical Services function. You are responsible for providing technical maintenance services in high-priority client environments.Work Arrangement:Swann Drive, Derrimut -...


  • Melbourne, Victoria, Australia Arts Centre Melbourne Full time

    About the RoleWe are seeking a skilled and motivated Technical Stage Manager to join our Staging team at Arts Centre Melbourne.The successful candidate will have experience in setting up and operating staging equipment for live performances, as well as managing fly systems, chain motors, and building sets.They will also possess rigging tickets and be able to...


  • Melbourne, Victoria, Australia Amazon Commercial Services Pty Ltd Full time

    {"Key Responsibilities": "Manage, Recruit, Interview, Hire, Coach, and Mentor Directs- Ensure directs are up-to-date with company policies, procedures, and regulations, while meeting established productivity targets.- Actively work to encourage, motivate, and collaborate direct reports to reach agreed goals, while fulfilling their job responsibilities and...


  • Melbourne, Victoria, Australia City of Whittlesea Full time

    About the RoleThe City of Whittlesea is seeking a skilled Technician to join the PRACC team. This role involves the setup, operation, and breakdown of technical equipment, with a primary focus on lighting.Key ResponsibilitiesManage all aspects of the technical setup, including lighting, stage machinery, and special effects.Ensure the smooth execution of...


  • Melbourne, Victoria, Australia The Australian Ballet Full time

    Job SummaryThe Australian Ballet is seeking a highly organized and detail-oriented Production Coordinator to join its technical operations team. This is a fixed-term contract position for 12 months, working 37.5 hours per week.Key ResponsibilitiesTranslate technical and production activities beyond the technical schedule at milestone points during the...