National Operations Manager

at  Recoveriescorp

Job no: 493068
Work type: Full-time
Location: Suva, Melbourne CBD
Categories: Collections
Fiji is quickly establishing itself as a premier destination for offshore contact centres. Our custom-built contact centre, located in Suva, has experienced significant growth to become a prominent operator in the area. The centre has been recently developed to increase the capacity to align with the company’s growth aspirations.
Working as the National Operations Manager, reporting to the Head of Operations – Offshore, you will be responsible for leading the offshore contact centre operation of 400 people. You will focus on operational performance, maintaining strong operational client relationships and implementing strategies to increase engagement and retention with local culture in mind. You will work closely with the offshore and onshore leadership teams to ensure alignment to the Groups strategic direction.

IN THIS ROLE YOU WILL;

• Lead the contact centre operation with clear communication of vision and purpose
• Develop and implement data driven strategies with a focus on performance, engagement and retention
• Build and maintain client relationships, managing accounts efficiently and effectively
• Continually evaluate systems, processes and procedures and implement change that will improve productivity, performance and the overall employee experience
• Mentor and coach direct reports to build leadership and operational capabilities
• Deliver prompt and relevant monthly, quarterly and annual reporting

This role has numerous factors to consider on both sides. For that reason, we want to ensure the process runs smoothly.

• Advertising period to close 19th July
• For transparency, we aim to have first round interviews completed by 26th July, with second round interviews wrapped up by 02nd August.
• From here we will be moving quickly through the offer process to begin immigration applications with a desired start date towards the end of 2024 or January 2025