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Call Centre Operations Manager

Apply now Job no: 974404
Work type: Permanent
Location: VIC Metro - Western Suburbs, VIC Metro - CBD
Categories: Managers & Senior Managers

Contact Centre Operations Manager

• Exciting opportunity to make your mark in Startek - a global company
• Footscray Location, close to public transport
• Opportunity to grow and develop your career

About Startek

Startek is a leading global provider of technology-enabled business process outsourcing solutions. The company provides omni-channel customer experience management, back office and technology services to corporations around the world across a range of industries. The company has more than 45,000 outsourcing experts across 54 delivery campuses worldwide that are committed to delivering transformative customer experience for clients.

About our role
A great opportunity for an experienced Operations Manager to join a reputable organisation and be associated with a dynamic role requiring operational oversight and end to end ownership.

In this role you will be required to, but not limited to:

  • In conjunction with the client, coordinate and direct contact centre management to contractual and organization’s KPIs
  • Liaise with internal and external partners to ensure best practice level of customer service standards are achieved
  • Drive operational excellence culture, create optimisation initiatives across key pillars of our business being people, process, performance, projects and innovation for the client.
  • Develop and foster positive partnership with client to assist growth and retention of the account
  • Create a customer centric culture to drive customer experience through superior quality of service.
  • Drive hygiene metrics across all lines of business to optimise productivity and operating costs.
  • Establish clear accountabilities at each level within the program through performance KRAs.
  • Supervise timeliness and quality of recruitment for all levels hired for the program.
  • Lead employee engagement and motivational practices to minimise attrition.
  • Coaching the group both individually and as a team to work effectively within in team environment
  • Manage attendance and punctuality of team and department through documentation, communication and feedback.
  • Monitor team daily work schedules / rosters based on analysis of work flows and knowledge levels
  • Manage critical internal and external escalations and extend requisite support to team leaders.
  • Be ready and able to pivot your workforce priorities during the pandemic whilst meeting the needs of the business
  • All other duties assigned by management of the company.

To be considered for this opportunity, you will ideally possess:

  • Past experience of managing contact centre (preferably in the “Education Sector”).
  • Understanding of managing service delivery processes, systems and client relationships.
  • Ability to communicate concepts to a variety of internal and external audiences.
  • Comprehensive understanding of technology solutions, including contact centre technology.
  • Excellent interpersonal, influencing and relationship building skills.
  • Ability to apply critical thinking, problem solving, analysis and diagnosis in a range of situations.
  • Ability to multi task and operate effectively under pressure.

 In return, we will offer the successful candidate:
A great opportunity to work with other like-minded, motivated and skilled experts. We will provide you with the tools and support to be successful. Your work environment will deliver all the freedom you require to think, try new things and to have a go.

A competitive remuneration package will be offered to the successful candidate.

If you wish to be a part of a high profile brand and bring your positive attitude to our company submit your application today. 

Advertised: AUS Eastern Daylight Time
Applications close:

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