Senior Manager, Contact Centre Operations

Summary about this job

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

• Manage a multi site, 500+ FTE operation
• Located in North Ryde, with Parking provided
• A rewarding career opportunity for a Senior Contact Centre leader

Due to business growth an exciting opportunity has become available for a Senior Manager, Contact Centre operations to join our Sydney team. In this role, you will be responsible for end-to-end service delivery of contact centre services for a large federal government client.  This role encompasses the direct support of the Service Delivery Management group and has the responsibility of ensuring Datacom Connect meet our customer’s expectations along with driving optimum contact centre performance.

About Datacom:

With over 5,200 people, and annual revenues of over $1.2 billion, Datacom is one of Australasia's largest professional IT and Contact Centre services companies. Datacom has extensive expertise in the operation of data centres, the provision of IT services, software engineering and application management, as well as payroll and customer service design and operations. Founded in 1965 and, operating across a number of regions, Datacom has a successful trading history of consistent growth and profitability from a track record of delivering innovative, cost effective digital and technology solutions. Datacom is committed to hiring, developing and promoting diverse talent. Our people are the best in their fields - smart, passionate, and dedicated to providing exceptional services to our customers. This makes for a rewarding and fast-paced work environment.

About the role: 

• Providing leadership, direction and support to the operation
• Providing supervision and leadership to other Managers as relevant; and/or providing senior leadership to a significant functional area
• Ensuring Service Levels and contractual KPIs are achieved, initiating operational improvement
• Building and maintaining Client engagement, ensuring an efficient business to maximize customer satisfaction
• Ensuring processes and procedures are in compliance with our standards (ISO, COPC)
• Responsible for the operational P&L

About you: 

• Significant experience in leading large contact centre operations
• Previous client and stakeholder management experience
• Hands-on experience in performance management and career development
• Experienced in developing employee rewards, recognition and engagement strategies
• Demonstrates strong verbal and numerical skills (complex calculations, data analysis and reconciliation, numerical and verbal logical reasoning)
• Change Management expert
• Financial Management experience (P&L)
• Experience in people management, individual and team goal setting and achievement
• Experience working within an outsourcing environment or managing an outsourcing partner is highly desirable
• The ability to pass a Federal Government security clearance is essential.

For this role, we are offering a generous salary package and a relocation payment, if required.

This role will be a key stakeholder in our Sydney team, and will assume business unit ownership. Datacom offers a complete employee lifecycle: from flexible working arrangements and leadership programs through to corporate wellness programs and a passion for the importance of work & life balance.

Our future looks bright. And so can yours. If you're ready to make a move, we're ready to talk.

How to apply:
  
Please submit your application to Georgia Browning, Recruitment Manager by clicking APPLY NOW. 

If you have any questions, please contact [email protected]