Technical Operations Manager
6 days ago
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
The estimated salary for this role is $120,000 per annum, depending on location and experience.
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