About the job
Our Mission
At Datacom, we partner with organizations and communities throughout Australia and New Zealand to transform lives and empower businesses through innovative technology solutions.
Role Overview
As the Operations Manager, you will become an integral part of a cohesive and collaborative team that appreciates diverse work styles and is deeply committed to achieving outstanding customer outcomes. You will lead with adaptability, agility, and integrity, ensuring tactical execution while aligning with our strategic goals within the Business Process Outsourcing (BPO) Contact Centre.
Key Responsibilities
- Act as the primary operational contact, ensuring readiness and continuity of operations.
- Be available Monday through Saturday to meet operational needs as required.
- Communicate effectively with teams, manage transitions smoothly, and provide timely business updates.
- Make informed, comprehensive decisions and identify opportunities for improvement.
- Implement engagement strategies for leaders and frontline contact centre personnel.
- Guide and mentor Team Leaders in their professional roles and development.
- Monitor performance metrics, suggest enhancements, and execute action plans.
- Maintain effective time management and administrative processes.
- Ensure compliance with established SOPs and operational protocols.
- Proactively address queries and escalated issues.
- Track compliance, response times, and performance trends.
- Analyze data to extract insights and identify root causes of issues.
- Deliver performance updates and action plans to senior management.
- Exemplify professionalism, conduct, and leadership qualities.
- Conduct regular one-on-one meetings and performance evaluations.
- Promote a positive team culture that aligns with Datacom's values.
- Support the overall health and well-being of the team.
- Manage stakeholder relationships, both internal and external.
- Prepare weekly and monthly performance reports for executive review.
Qualifications
- Demonstrated leadership experience in BPO contact centres is highly valued. Extensive knowledge of operations and support practices in a complex contact centre environment.
- Exceptional administrative skills with keen attention to detail, capable of developing and implementing scalable and repeatable operational processes through SOPs.
- High emotional intelligence and cultural sensitivity.
- Strong skills in stakeholder engagement and influence.
- Flexibility and resilience to support a 24/6 operational model while maintaining work-life balance.
- Strategic thinker with the ability to inspire and motivate Team Leaders.
- A genuine passion for coaching, development, and team engagement.
