Operations Manager

About the Opportunity

Reporting to the Contract Manager, you will provide support for the daily operations of the contract centre, managing communications, changes, and other operational requirements. You will provide support and direction to the Team Leaders and support staff to meet required KPI’s, service levels and client objectives.

Tapping into your well-honed leadership experience, you will inspire a high performing, skilled and versatile team who are working on site and remotely to ensure ongoing engagement. You will support the operations through adaptability in this fast-paced environment whilst working collaboratively with stakeholders within and outside of your immediate responsibility to ensure performance of the site is maintained. 

What you’ll be doing 

• Provide leadership, support and direction to team leaders and support staff including staff development, succession planning and performance reviews.

• Deal with difficult calls and escalated callers handed by Team Leaders.

• Pro-actively monitor performance against contractual KPI’s to ensure appropriate mitigation strategies.

• Build and continually improve engagement across the Contact Centre with the view to increasing employee engagement and reducing attrition and unplanned absence.

• Assist with purchasing and customer billing using SAP and SRM.

• Work with team leaders to create and maintain a culture of innovation and operational Pride.

About you - your ideal skills & experience 

• Highly developed organisational skills and effective problem-solving skills.

• Sound judgment and decision-making ability.

• Excellent communication skills.

• High level of confidence, drive, and motivation.

• Strong commercial acumen, understanding of financial reports and data.

• High skill level in Microsoft Office applications

• Strong leadership and management skills, coaching and mentoring skills.

• Well-developed interpersonal skills with the ability to motivate and influence others.

• Comfortable performing under pressure and working to deadlines.

• Experience in managing a diverse business, especially involving multiple products and/or locations.

• Experience in the management of inbound and outbound Contact Centre Operations.

• Good knowledge of customer operations and the factors that influence them (including productivity KPIs, service levels, and the relationships between quality, productivity, billing, and employee satisfaction).

You do not need to match every listed expectation to apply for this position. If you like the look of the role, we’d love to hear from you.

This is a position of trust and responsibility and to support this we will conduct a thorough probity assessment, which includes a Federal police check as an essential selection component for this role.

Serco requires employees in this role to be fully vaccinated against COVID-19 to ensure the safety and wellbeing of our people. Please consider this requirement when submitting your application. 

About us – Serco & proud

At Serco, not only is the nature of the work we do important, but everyone has a vital role to play from caring for vulnerable people to managing complex public services. We are a team of 50,000+ globally and 14,000+ in Asia Pacific responsible for delivering essential public services in areas including defence, justice, immigration, healthcare, facilities management & citizen services. To learn more please visit www.serco.com/aspac

Why Join Us

• You’d be joining a company that delivers essential public services (in partnership with governments) that impact a better future for communities, & those in our care
• You’ll get to have an impact on how we do things: Enjoy being part of a driven team with a collaborative culture that values decision-makers & action.
• We Invest in you: Accelerate your career through our learning & development opportunities – think skills based training, defined career pathways & fantastic internal mobility opportunities across the group!

If you’re inspired to make a positive difference, apply now.

Serco’s values of Trust, Care, Innovation and Pride underpin everything we do. We are curious, creative and collaborative. Our people matter and make a difference every day. 

We seek and celebrate diversity and encourage applications from all backgrounds and cultures including Aboriginal and Torres Strait Islander people, LGTBQI+, veterans and people with disability. By joining Serco you will have access to Employee Networks led by colleagues who are passionate about diversity, inclusion and belonging.