Operations Manager

2 days ago

Croa New South Wales, Australia Modus Projects Full time $120,000 - $180,000 per year

At Modus Projects, we excel in delivering high-quality commercial construction, fit-out, and facilities maintenance services across Australia. Our commitment to quality, efficiency, and customer satisfaction sets us apart as industry leaders. With a strong reputation and years of experience, Modus offers a rewarding place to develop your career, whether you are starting out or an experienced professional.

We're looking for an experienced
Operations Manager
to lead a large, fast-paced team in Cronulla, NSW. This senior role is responsible for workflow management, client service delivery, and driving overall operational performance.

Key Duties:

  • Lead and mentor a high-performing team (40+ staff) across work order management, scheduling, and service delivery
  • Ensure contractual KPIs are achieved while maintaining profitability and efficiency
  • Drive customer excellence by managing escalations, onboarding new accounts, and ensuring exceptional client communication
  • Oversee day-to-day operations, including workflow allocation, aged work orders, and compliance
  • Collaborate with leadership on continuous improvement, process change, and strategic initiatives
  • Uphold safety, quality, and compliance standards, fostering a culture of excellence and Zero Harm

Must Have:

  • 5+ years in a similar role managing a complex Customer Contact Centre or Operations Centre
  • Experience with contact centre technology platforms, including multi-channel, automation, and robotics
  • Strong understanding of quality, compliance, and customer experience frameworks
  • Solid knowledge of workforce planning practices (forecasting, rostering, reporting, real-time analysis)
  • Proven people leadership skills in a fast-paced, high-performing culture
  • Strong influencing and stakeholder management ability
  • Advanced skills in Excel, Outlook, PowerPoint, and Word

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