Hub Operations Manager

2 weeks ago

Sydney, Australia Macquarie Telecom Group Full time

**About us**

There’s something special about working for Macquarie Technology Group. We’re not the biggest in the industry, where you’re just a number. We’re not tiny enough that you’ve never heard of us. We’re in that sweet spot where we’re strong enough to punch above our weight. And we definitely do We make a difference and we’re #SoUnTelco in everything we do.

If you want to make a difference, then this is the place for you

**The Role**

The Hub (Service Assurance) Operations Manager is responsible for the Services and Platforms of the business leveraging internal and external service providers to manage them. The role is responsible for the reliable operation of the network, services and platforms, and improvement of the processes, procedures and infrastructure.

Macquarie Technology’s HUB sits at the heart of our customer’s experience and is an all-Australian in-house customer and technical support centre. It is a collaboration of Customer Service, Network Engineering and IT Service Management Support functions focused on servicing inbound queries from our customers across all our Hosting, Voice, Data, Mobile, Billing and Management Tools products and services. The HUB is also a provider of proactive and responsive Service and Network monitoring and management.

**What you'll be doing**
- Ensure that agreed levels of current services are provided, and future services can be delivered within agreed targets
- Manage day-to-day customer service activities, prioritise, and make risk/impact assessments within existing processes and procedures towards achieving SLA’s.
- Implement proactive measures for service level improvement whenever costs can be justified
- Manage escalations whilst maintaining resource availability across the Customer Service Professionals
- Challenge processes and procedures, identify and implement improvements to enhance the customer service experience or improve operational efficiencies
- Identify opportunities to improve team efficiency via systems, tools and process updates.
- Lead and manage the team to deliver outcomes required ensuring that you provide your team with regular 1:1’s, coaching and performance conversations

**Your ideal skills & experience**
- ITIL V3 or V4 Foundations Certified
- 2+ Years leadership experience, preferably within a contact centre environment
- Knowledge of data networks / networking
- Strong understanding of working with KPI’s that measure team and individual performance
- Strong understanding of working with KPI’s that measure team and individual performance

**Why Us**
- You’d be joining a company that has the **highest Net Promoter Score on the ASX**, the World's best customer experience & crowned in 2020 at the World Communications Awards.
- **You’ll get to make an impact**:Enjoy being part of a driven team with a collaborative culture that values decision-makers and action
- **We Invest in you**:Accelerate your career through our learning & development opportunities - think Gallup strengths-based training, defined career pathways & fantastic internal mobility opportunities across the group

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