Senior Operations Manager

Company Description

Who are we?

TSA is an Australian-owned business specializing in helping companies acquire, retain and grow their consumer customer bases. We represent some of the country's largest brands, across eight call centres in Australia and internationally.

We’re a purpose driven business and our mission is clear. We endeavor to create experiences that people love, by revolutionizing the way they connect and communicate with brands.

What should you expect from us?

• Onsite work Set Up
• Rotating schedule
• 1 Fixed term role available (6 months)
  
  
  

Job Description

The Senior Operations Manager is accountable for the overall performance and culture of TSA’s Customer Engagement Centres. They are the key account manager for their channel, managing all operational matters with their client partners.

Their role is to execute the operational plan as defined by TSA’s Executive and Group Leadership team to achieve the required commercial and people outcomes. They leverage their operational knowledge to develop robust strategies to optimise the profitability of their existing stream and build a strong talent pipeline to support growth.

They achieve this through setting a clear vision and direction for the entire Centre, coaching and developing their frontline leadership team, providing key performance, customer and competitor insights and turning these into actions or opportunities for the business and client.

Qualifications

Knowledge, Skills and Experience

Essential

• Proven Senior leadership experience (A leader of leaders)
• Demonstrated capability in managing contact centre teams, specialising in Inbound/Outbound voice solutions and/or digital solutions
• Minimum 5 years’ direct leader management experience in the BPO industry
• Proven track record in building and maintaining a positive, inclusive and professional ‘best practice’ sales and service culture across teams
• Demonstrated ability to build, lead, coach, develop & inspire a team to provide growth
• Commercial Acumen and P&L management skills
• Able to provide direction on conflicting agendas, priorities, and ambiguities to resolve complex situations, whilst maintaining a calm environment and remain in control
• Resilience
• Communication Skills (written & verbal)
• Problem Solving ability
• Judgement
• Strategic thinking
• Decision Making
• Negotiation skills
• Empathy for others
• Influence & Persuasiveness
• Time Management
• Teamwork
• Initiative & drive
• Ability to plan, execute and deliver results
• Self-Managed
• Openness and willingness to learning and continuous development
• Conflict Resolution skills
• Results orientation
• Attention to detail
• Technology literate
• Proficient in Microsoft Excel
  
  
  

Desirable

• Sales Leadership Experience
• Product and Systems knowledge
  
  
  

Personal Requirements

• Good Character – Respectful, open, honest, transparent and authentic, with integrity
• Courage - Takes accountability, responsibility and ownership for the client and teams
• Personable with a positive attitude and sense of humour
• Leads, develops, coaches, inspires & motivates teams to deliver our clients objectives.
• Understands the key to our success is through coaching and development
• Highly motivated, goal orientated, focussed and driven
• Excellent communication skills and a collaborative style - Comfortable communicating with stakeholders and building relationships at all levels of the organisation
• Plans ahead, reflects, prioritises then sets a clear vision, provides direction, delegates and empowers the team to develop & grow
• Belief that an excellent customer experience and advocacy is paramount
• Confidence, resilience and calmness under pressure
• Commercial acumen – Analytical & Logical
• Innovative, creative and visionary
• Promotes employee engagement - Recognises performance, celebrates success and makes the leaders and team members feel valued
• Courage to makes mistakes, learn from them and deal with issues head on
• Builds and maintains a positive, inclusive and professional ‘best practice’ sales and service culture across teams
• Leadership presence - Committed to regular quality interactions with the team
• Impact/Influencing skills with the ability to respond to resistance with tenacity and integrity
• A flexible & consistent approach
• Effectively manages performance, listens and intuitively acts on what is heard
• Willing to challenge the status quo for the growth & development of the group
• Willingness to undertake personal development and continuously learn
• Willingness to travel if required
  
  
  

Additional Information

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Philippines Office Address

14F Five E-com Center, Harbor Drive, Mall of Asia Business Complex, Pasay City, Metro Manila, Philippines 1300