ph chat Operations Manager (on-site)TSA Group

Company Description
TSA is an Australian-owned business in the Outsourcing Industry helping companies acquire, retain and grow their consumer customer bases. We represent some of the country's largest brands from across multiple call centres in Australia and the Philippines.
We're Australia's leading specialists in CX consultancy and services.
We help grow client revenue, improve customer experience and reduce costs.
We do this by combining the most energetic and confident culture in the industry with the most sophisticated CX solutions available anywhere in the world.
By making the customer experience more personalised and more human. By giving customers more control over what help they need, when they need it. By giving the brands we work for a voice that reflects who they are.
We're a purpose driven business and our mission is clear. We endeavour to create experiences that people love, by revolutionising the way they connect and communicate with brands.
Job Description
The Operations Manager (OM) is a critical leader of leaders within TSA's Customer Engagement Centre. They motivate, inspire and engage their team of Team Leaders (TL) to ensure each team is able to deliver the required performance and outcomes as defined by TSA and our client.
The OM will be responsible for the Intraday performance management across the Sales & Service teams; Team leadership, coaching, development and engagement; Operational Excellence; and Customer Advocacy centre results.
The OM also contributes strategically by collaborating with the Channel Manager to improve operational efficiency and expertise to exceed both TSA and Client objectives for the program.
Qualifications
Essential
Minimum 2 years direct management experience in a BPO industry
Experience as Operations Manager outside of TSA, an advantage
Proven leadership experience
Demonstrated capability in managing contact centre teams, specializing in Front of House Inbound Solutions
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
Ability to build effective relationships with key internal & external stakeholders
Ability to plan, execute and deliver results
Able to provide direction on conflicting agendas, priorities, and ambiguities to resolve complex situations, whilst maintaining a calm environment and remaining in control
Excellent written and verbal communication skills
Strong strategic thinking, problem solving and decision making skills
Strong conflict resolutions skills
Commercial acumen
Strong influence and persuasiveness
Self-managed
Openness and willingness to learning and continuous development
Technology literate
Proficient in Microsoft Excel
What should you expect from us?
Attractive Salary package
Office based role
HMO coverage with free dependent
Life Insurance Coverage
Australian Telco Account with the chance to grow with major partnerships in Australia and in the Philippines
Progression and development with a career path.
Additional Information
Check out our social media pages:
Philippines Office address:
14F Five E-com Center, Harbor Drive, Mall of Asia Business Complex, Pasay City, Metro Manila, Philippines 1300
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Pasay City, Metro Manila
Permanent
Full-time