Operations Manager

Why Probe? Probe CX amplifies human capabilities with technological excellence. In a world that has never been more competitive, we create blueprints for delivering exceptional CX, combine the latest technology with people, process and data, and provide organisations with complete end-to-end service for customer operations.

We are seeking an experienced Operations Manager to lead our team in Joondalup, Perth. In this hands-on role, you will oversee a team of Team Leaders responsible for delivering exceptional customer service across multiple channels.

**About the Role**

As an Operations Manager you will take ownership of the daily operations, ensuring smooth and efficient service delivery. You'll play a key role in communicating company and client objectives to your team of Team Leaders, fostering a high-performance culture. Your leadership will be essential in coaching and mentoring Team Leaders to reach their full potential and achieve business goals. A crucial part of your role will involve performance monitoring, data analysis and process improvement, with the aim of enhancing customer experience and service quality. You will also manage relationships with clients, ensuring their Key Performance Indicators (KPIs) are met and maintaining open communication.

**Key Responsibilities**:

- Operational Management: Oversee day-to-day operations, ensuring efficient workflow and achievement of client KPIs.
- Leadership and Development: Lead, coach, and mentor a team of Team Leaders, fostering a high-performance culture and driving both team and individual success.
- Performance Management: Monitor and evaluate team and individual performance, providing regular feedback and implementing performance improvement plans.
- Client Relationship Management: Build and maintain strong relationships with clients, ensuring their needs are met and KPIs are achieved.
- Continuous Improvement: Analyze data, identify trends, and implement process improvements to enhance customer experience, service quality, and operational efficiency.
- Financial Management: Manage budgets and resources effectively, maximizing profitability and cost efficiency.
- Compliance and Risk Management: Ensure adherence to company policies, procedures, and legal requirements, maintaining a safe and compliant workplace.
- Stakeholder Engagement: Collaborate effectively with internal and external stakeholders, fostering a positive and productive working environment.

**About You**

To be successful in this role, you will be a natural leader with a proven ability to inspire and motivate teams. You'll have exceptional communication and interpersonal skills, enabling you to build strong relationships with both your team and clients. Your strong analytical skills will allow you to interpret data, identify trends and drive process improvements. You're a proactive problem-solver who thrives under pressure and can maintain service quality even in challenging situations. Ideally, you will have previous experience in a similar leadership role within a customer service environment, and tertiary qualifications in management or business would be an advantage.

**Key Attributes**:

- Leadership and Communication: Proven ability to lead, motivate, and develop teams, with excellent communication and interpersonal skills.
- Problem Solving and Analysis: Strong problem-solving skills and analytical capability to identify trends, interpret data, and drive process improvements.
- Customer Focus: Commitment to delivering exceptional customer service and exceeding client expectations.
- Commercial Acumen: Sound business understanding and ability to manage budgets and resources effectively.
- Relationship Building: Ability to build and maintain strong relationships with clients and internal stakeholders.
- Adaptability and Initiative: Ability to work autonomously, take initiative, and adapt to changing business needs.

Join us to drive operational success and exceptional customer experiences, positioning our organisation at the forefront of the industry.

Probe CX firmly believes that the strength of our company lies with the diversity and talent of our people. We are proud to foster an inclusive culture that embraces individuals of all races, genders, ethnicities, abilities, and backgrounds. We provide space for everyone, embracing different perspectives, making room for opportunities for each individual to thrive.

At Probe CX equality is not merely a slogan - it's our commitment. Our way of life. Here, we don't just accept your unique authentic self - we celebrate it, valuing every individual's contribution to our collective success and growth. Join us in celebrating you and your 100%