TSA Group - Australia Air NZ Operations Manager

Air NZ Operations Manager

TSA Group - Australia

Pazarlıklı

Tesis içi - Pasay3-5 Yıl DeneyimDiplomaTam zamanlı

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İş tanımı

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

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 Service Teams; Team Leadership, coaching, development and engagement; Operational Excellence, and Customer Advocacy Centre results.

The OM also contributes strategically by collaborating with the Senior Operations Manager to improve operational efficiency and expertise to exceed both TSA and Client objectives for the program.

Qualifications

Knowledge, Skills and Experience

Essential

Proven leadership experience
Demonstrated capability in managing contact centre teams, specialising in Inbound/Outbound voice solutions
Minimum 2 years' direct 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
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
Resilience
Communication Skills (written & verbal)
Problem Solving ability
Judgement
Strategic thinking
Decision Making
Negotiation
Empathy for others
Influence & Persuasiveness
Time Management
Teamwork
Initiative & drive
Self-Managed
Openness and willingness to learning and continuous development
Commercial acumen
Conflict Resolution skills
Results orientation
Attention to detail
Technology literate
Leadership experience
Coaching experience
Proficient in Microsoft Excel

Desirable

Contact Centre experience

Personal Requirements

Good Character - Respectful, open, honest, transparent and authentic, with integrity 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
Belief that an excellent customer experience and advocacy is paramount
Confidence, resilience and calmness under pressure within a fast paced environment
Courage to makes mistakes, learn from them and deal with issues head on
A flexible & consistent approach
Commercial acumen - Analytical & Logical
Innovative, creative and visionary
Promotes employee engagement - Recognises performance, celebrates success and makes the
leaders and team members feel valued

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