Senior Operations Manager

3 days ago

Melbourne, Victoria, Australia beBeeContactCenter Full time $96,000 - $124,000

Job Summary:

The Contact Centre Team Lead oversees the day-to-day operations of a team of customer service agents to ensure seamless delivery of services and achievement of performance targets. This role plays a pivotal part in driving team performance, enhancing customer experience, and ensuring operational efficiency within the contact centre.

Main Responsibilities & Duties

  • Supervise daily team activities to guarantee SLAs and KPIs are met.
  • Motivate, coach, and develop team members through regular feedback and performance reviews.
  • Manage scheduling, breaks, attendance and adherence to ensure adequate coverage.
  • Improve business performance and processes.

Performance Management:

  • Monitor individual and team performance using dashboards and reporting tools.
  • Identify trends and areas for improvement; implement action plans to improve performance.

Communication & Collaboration:

  • Serve as a key liaison between team members and management.
  • Collaborate with other units such as HR, Training, QA etc.
  • Communicate policy updates, process changes, and performance insights clearly to the team.
  • Involvement in operations wide projects and initiatives.

Analytical Tasks:

  • Analyse team metrics and customer data to identify performance gaps, process inefficiencies, and opportunities for improvement.
  • Use insights to proactively adjust coaching strategies and workflow management.
  • Provide regular performance reports to management with actionable recommendations.

Reporting & Administration:

  • Provide regular reports on team performance, absenteeism, and any issues affecting service delivery.
  • Ensure adherence to company policies including compliance, data security, and health & safety.

Customer Experience:

  • Ensure all customer interactions are handled professionally, promptly, and in line with company standards.
  • Support escalation resolution and handle complex or sensitive customer issues when necessary.
  • Drive a culture of customer-first thinking and continuous improvement.
  • Required qualifications include proven experience in a contact center environment in a leadership position, Team Lead or above.
  • Strong analytical and problem-solving abilities.
  • Excellent communication and interpersonal skills.
  • Proficiency in using contact center systems and tools (e.g., CRM, telephony platforms, omni-channel, QA systems).
  • Ability to work under pressure and adapt in a fast-paced environment.
  • Understanding of and ability to manage key contact center metrics (e.g., AHT, SLA, FCR, CSAT).

Preferred Qualifications:

  • Experience with AWS Connect, Genesys, Salesforce.
  • Background in Tech Support.

Key Skills:

  • Strategic planning.
  • Leadership and mentoring.
  • Operational management.
  • Performance analysis.
  • Process improvement.
  • Communication and collaboration.
  • Culture development.
  • Contact centre metrics management.

Benefits:

This is a mid-senior level, full-time job function in Customer Service.

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