Sydney - Operations Manager

at  Percepta International

POSITION SUMMARY

This position is responsible for the daily operation of Contact Center operations servicing the Australian market. The Operations Manager role will include workforce planning, reporting, quality assurance (QA), training and day to day client interaction. Working autonomously this role will manage all aspects of the contact centre operations, ensuring Key Performance Indicators are met and maintaining a high level of client satisfaction.

EDUCATION

• Relevant tertiary qualifications or equivalent (i.e. relevant diploma or degree in business) is preferable

EXPERIENCE

• At least 5 years management experience within a call centre environment
• Knowledge / experience in call centre management
• Budget development and budget management
• Strong operational skills and proven ability to manage a quality driven team
• Experience with change management and process improvement
• Proven successful customer service experience
• Excellent verbal and written communication skills
• Ability to relate to and deliver Percepta’s mission and values
• Ability to identify with and understand a customer’s needs and expectations, showing empathy and acting with integrity at all times, when dealing with customer concerns
• Communicate resolution/information to customers in a confident and knowledgeable manner

SKILLS

• Outstanding leadership, interpersonal and communication skills
• Analytical ability to decipher statistical reports
• Excellent business writing ability and grammar
• Shift management capabilities and ability to manage varying skills of employees
• Strong organisational, multi-tasking and delegation skills
• High level of interpersonal skills
• Ability to deal with conflict and disciplinary issues in a positive and timely fashion
• Computer literate with experience using Microsoft Office products
• Highly motivated with ambition to succeed within operations / call centre industry
• Strong customer service ethos to support internal and external customers
• Role model / positive influence for team on the floor
• Ability to recognise the impact of our own actions on all and not promote negative situations
• Ability to have dynamic priorities, and be willing to change rapidly
• Work hour flexibility
• Positive attitude
• Team player
  Benefits:
  Professional development assistance
  Employee mentoring program
  Referral program
  Maternity leave
  Parental leave
  Othe

OPERATIONAL RESPONSIBILITIES

• Manage all aspects of contact center, ensuring KPIs are met
• Work with various call centre tools such as CRM and telephony to manage operations
• Provide feedback/ideas to Managers/Clients on areas of optimisation
• Maintain and manage quality assurance for various contact types
• Participate in the development of systems and internal working relationships needed to satisfy the client’s needs.
• Assists in identifying and understanding the client’s core business issues and requirements.
• Through interface with key members of the client’s team, identify opportunities to enhance customer loyalty and satisfaction and drive revenue to client through enhanced customer and dealer contact processes.
• Research and assist in the development of I.T solutions that will benefit the customer’s experience through our operation and assist Percepta in streamlining processes.
• Validates that services agreed to in the contract are delivered. If client request is beyond the scope of the contract, escalate to Program Manager
• Assists (where necessary) in the preparation of monthly billing
• Provides documentation to appropriate departments to process work requests, ensuring that all requests are completed and accurately invoiced.
• Identify and escalate developing trends in customer or product concerns.
• Work on activities/projects as requested by Management Team.

CLIENT INTERFACE RESPONSIBILITIES

• Primary liaison with the client in the day-to-day handling and servicing of large/complex projects.
• Manage accounts with minimal supervision.
• Maintain the key interface between the client and the dedicated team to provide briefings and updates as required.
• Responsible for resolving issues. Where appropriate, escalation to the local, regional or global management teams may be required.
• Maintain a positive, customer-orientated attitude when interacting with clients and internal Percepta departments.

REPORTING RESPONSIBILITIES

• Develop, maintain and provide regular reports (weekly/monthly, etc) inline with KPIs
• Prepare data and analyse reports as required.
• Present data and reports to client and Percepta Management

OTHER RESPONSIBILITIES

• Manage special projects as assigned by Program Manager/Client.
• Able to anticipate and recognize potential problems. Uses systematic approach to decision-making, especially when under pressure.
• Able to provide leadership and demonstrate teamwork.
• Dependable – completes assignments and meets commitments.
• Adheres to the Percepta global values
• Participate in recruitment activities, including interviewing candidates
• Training and development employees, including preparation/delivery of individual training plans and initial onboarding training
• Ensure formal performance appraisals are provided in line with Percepta guidelines
• Provide support, maintain and manage call/case coaching as delivered by Team Leaders
• Conduct regular training needs analysis
• Track all training activities
• Conduct interactions with staff, customers and clients professionally and act as a positive role model at all times.
• Participate in networking or business related activities for Percepta Australia.
• Maintain up-to-date knowledge of client products, services, processes, sponsorships and events.
• Work on improving own skills by actively participating in identified training and development.