Call Centre Operations Manager

**Do you want a high-flying corporate career working for the world’s largest air services provider, based in Sydney?**

We are currently searching for an enthusiastic and motivated **Call Centre Operations Manager** with a positive attitude and ability to drive results. This role would be prefect for somebody with high model standards who can oversee our team of Catering Operations Coordinators on a **full-time** **basis** at our **Sydney Airport **facilities.

**More about this role**:
As the direct Supervisor to our Catering Operations, you are responsible for overseeing the centrally located Sydney team of ‘Catering Operations Coordinators’ (COCo’s). You will manage the day-to-day functions of the team and ensure smooth & accurate data entry and communications between internal & external customers. The team operates 24/7 managing customer orders & changes up to flight departure in a very time sensitive environment.

**In a nutshell, your main responsibilities are**:

- Arranges and oversees the COCo functions for all airline customers within Australia including the supervision of up to 15 team members & an off-shore Business Process Services (BPS) team supporting the COCo’s functions.
- Supports customer relationships, investigates, and responds to queries and complaints working closely with the Customer Service Teams
- Suggests improvements in processes to increase effectiveness & efficiency of the department.
- Work with the dnata ‘Operations Performance’ team to ensure customer KPI’s are understood and performance against targets is measured, communicated and the team is actively involved with ‘Continuous Improvement’ initiatives.
- Sets Key Performance Indicators for the team and monitor performance output.
- Ensures functional procedures are up to date and adhered to.
- Works closely with the ‘Billing & AR’ team to ensure accurate data is provided through dnata internal & customer owned systems for reconciliation with customer AP processes.
- Plan and utilise resources efficiently and effectively working within budgets determined by management.

**What do you need to be successful in securing this role?**
- Excellent people management skills and ability to manage a team operating over a 24/7 roster cycle.
- Experience in roster management over a 24/7 cycle.
- Excellent written and verbal communications skills.
- Strong problem-solving skills.
- Demonstrates strong organisational / time management skills.
- Ability to handle challenging situations with tact and diplomacy.
- Demonstrated ability to work with a diverse group of stakeholders in a high volume, high value environment.
- Sound knowledge of the airline catering industry would be well regarded
- Experience with ERP systems and data entry / management highly considered.
- Competent in documentation and records management.
- As you will be working in the Aviation Services industry, you will be required to obtain a clear National Police Check.

**What’s in it for you?**
- Competitive salary.
- 5 weeks annual leave.
- Free onsite parking, meals, and uniforms.
- Career development and progression.
- Be part of a close knit and dedicated team that are committed to excellence.
- Discounts at hundreds of retailers, discounted health insurance, and wellbeing resources including online exercise classes.

**Your prospective employer**:
Part of the Emirates Group, we are Australia’s largest inflight catering and retail partner, food manufacturing and retail, travel retail technology, and airport lounge management. Chosen by many of the world’s top airlines, we operate 16 catering facilities across 10 cities, employ over 4,000 people, produce over 64 million meals, and service over 250 thousand flights each year.

**Does this role sound perfect for you? If so, we want to hear from you**

Click the link below and upload your resume to start on the journey of joining the dnata catering family as a Catering Operations Coordinator