Senior Operations Manager

About Us

At TSA Group, we design and deliver contact centre solutions for some of the world’s leading brands. We create experiences that people love, by revolutionising the way they connect with brands. Our work spans multiple industries, including telco, logistics, insurance, automotive, travel, and government. With over 5,000 dedicated professionals across Australia, New Zealand, and the Philippines, we ensure that every interaction is meaningful and impactful.

We have a team of talented technology experts and customer experience consultants that work hand in hand to create this seamless and genuinely enjoyable customer journey. Our technology experts build the tech that enables our clients to deliver great experiences for their customers, and our consultants work to provide a tailored and considered approach to customer service and sales.

Company Description

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
• Time shift starts at 7 am but should be flexible
• 1 Full time role available

Job Responsibilities

What will your normal day look like:

The Senior Operations Manager (SOM) is accountable for the overall performance and culture of the centre. Their role is to execute the operational plan as defined by TSA's Group Leadership team to achieve the required commercial and people outcomes to drive a positive contribution for the channel.

They achieve this through providing clear leadership and direction for the entire Centre, coaching and developing their frontline leadership team, providing key performance and customer service insights to the business and developing robust plans to positively influence the centre's results.

Qualifications

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

Additional Information

Want to know more? Check out our social media pages:
 
Website: https://tsagroup.com.au/
Instagram: tsa_group_
LinkedIn: https://www.linkedin.com/company/tsa-group-australia/
 
 
TSA Group is an equal opportunity employer. We celebrate diversity and are dedicated to creating an inclusive environment for all employees and building a workforce that reflects the diverse communities we serve. We provide equal opportunities to all, regardless of gender identity, ethnicity, disability, sexual orientation, or life stage. Join us and be part of a team that values and respects every individual's unique contributions.
 
 
Stay vigilant against fraudulent job offers. We never ask for financial details during our recruitment process and legitimate communication will come from official TSA Group email addresses (e.g. @tsagroup.com.au). Your safety matters. If you receive a suspicious job offer, do not respond and report it to tsatalent@tsagroup.com.au.

TSA Group is an equal opportunity employer. We celebrate diversity and are dedicated to creating an inclusive environment for all employees and building a workforce that reflects the diverse communities we serve. We provide equal opportunities to all, regardless of gender identity, ethnicity, disability, sexual orientation, or life stage. Join us and be part of a team that values and respects every individual's unique contributions.

Stay vigilant against fraudulent job offers. We never ask for financial details during our recruitment process and legitimate communication will come from official TSA Group email addresses (e.g. @tsagroup.com.au). Your safety matters. If you receive a suspicious job offer, do not respond and report it to tsatalent@tsagroup.com.au.