Head of Operations

**About us**

As part of a global company, Tunstall is the market leader of telecare solutions. Tunstall's assistive technologies aid people with additional needs to maintain their independence, confidence and the ability to live safely in the place of their choice. Our Australian and New Zealand teams provide support and assistance at the press of a button, delivering peace of mind and reassurance to clients and their families with our emergency medical alarms and 24/7 call centre support.

**Responsibilities **of the role**

The Head of Operations plays a pivotal role in developing and empowering the call centre team that provides the exceptional service for our clients who use our emergency medical alarms. This role will be responsible for developing capabilities, strengthening accountability and demonstrating strong leadership across the Australian Eagle Farm and New Zealand Tauranga offices.

This role is accountable for driving high performance and accountability of themselves and their team members, leading and driving pivotal operational changes that the business requires at a strategic level, and then ensures their plans are executed at an operational level. This busy role drives a blend of operational management, strategic direction and a focus on continuous improvement to help provide an exceptional customer experience.

The Head of Operations supports the implementation of revenue generating business initiatives and the implementation of new programs, product offerings and service delivery models to help strengthen and grow the business. This role fosters collaborative working relationships with both internal and external stakeholders.

**Experience and requirements**
- Minimum 5 years experience in a senior leadership position, preferably reporting into the CEO/MD
- Experience in leading a 24/7 contact centre environment
- Tertiary level degree in business and/or significant experience in related fields
- Proven experience in advanced strategic planning and effectively managing change
- Exceptional leadership and people management skills with a proven ability to develop, inspire, engage and motivate a team
- Enthusiastic and adaptable with the ability to multitask and pivot when required
- Strong decision maker with the ability to think outside the box and influence others
- Ability to lead all aspects of the operations call centre management needs, including budgeting, workforce planning, data analysis and performance metrics, with a strong focus on quality
- An exceptional communicator who leads with self-awareness and lives our values of collaboration, accountability, customer focus and innovation
- Technologically savvy with the ability to easily learn new products and systems
- Ability to travel to New Zealand as required
- Experience within Aged Care, NDIS, Healthcare or Technology sectors desirable, however not essential

**Why us?**
- Competitive salary package
- An assigned executive car parking space
- Flexible hybrid remote working opportunities available
- Great induction and orientation process to welcome you onboard
- Opportunities for training and development
- Fun and regular staff events - we love food
- Onsite gym and coffee machine
- Instant client and peer recognition
- Warm and friendly culture
- Free counselling service
- Discounts and benefits.

**Diversity & Inclusion**

We’re passionate about ensuring our team reflects the brilliant and unique qualities of the people and communities we support. At Tunstall you’ll find a place where you’re valued and celebrated for being yourself. We empower our people to deliver the very best teamwork, innovation and thought leadership by creating an environment where we champion diversity and inclusion. Each Tunstall colleague has a superpower they’re unique. No one else is them, and we think that’s special. Come and join our mission and be part of our team, our One Tunstall team.