Senior Manager, Operations

Summary about this job

Detail information about job Senior Manager, Operations. Terms and conditions vacancy

Who we are:

SYKES Australia is part of a leading global company in the field of outsourcing and customer contact centre management.

Through our expert team of 600+ employees, we provide value based customer contact management solutions to market leading companies around the world, primarily in the Financial Services, Communications and Technology industries.

We have well established offices located on the Gold Coast, Sydney and Hunter Valley, however we are growing and as such, we have an exciting opportunity for a Senior Manager, of Operations to join our Hunter Valley team for an 8 month maternity leave contract.

Who we're looking for.

We're on the lookout for a Senior Manager, of Operations who has the ability to manage a large contact centre and to consistently deliver a high level of service to our clients.

In addition to this, you'll also have:

• A minimum of 5 years’ experience in a similar position managing all facets of a customer service centre
• Experience driving business performance and operational excellence within a contact centre environment
• A client centric mindset with the ability to build and maintain engagement and satisfaction and the drive to meet and exceed client expectations
• Well-honed communication and interpersonal skills
• Strong people engagement skills, including a passion for mentoring and developing staff
• The ability to provide analysis and detailed reports on productivity and customer experience
• Experience implementing resource scheduling models, including the forecasting and scheduling of resources
• A strong focus on efficiency, continuous improvement and innovation
• A high level of exposure to budgeting, forecasting and managing a P&L
• Experience managing site level security and risk controls

To be successful in this role, you will also have a high level of internal motivation and thrive on working in a fast-paced environment. Experience in driving digital transformation, will also be a plus.

What you'll do.

Reporting to the Senior Director of Operations, you will be responsible for:

• Leading, developing and managing a team of Account Managers to support the achievement of key performance indicators.
• Motivating staff and teams to embrace a high performing culture by setting targets and driving performance
• Building and maintaining sound internal and external stakeholder relationships
• Reviewing your team’s KPIs and addressing any performance related issues;
• Data management and data integrity
• Providing effective and quality revenue management to enable the organisation to meet its strategic, business and operational objectives
• Proactively planning recruitment and the delivery of structured training to ensure staff have the capabilities to meet demands and productivity requirements.

What you get.

At SYKES, we invest in people.  We hire extraordinary people and provide them with the benefits and opportunities they need to work, learn and grow.

So, if this sounds like you, start a conversation about your career with SYKES, by applying today.