NSW Operations Manager - Contact Centre
Tenacity CX
Full-Time
Apply Now
Contact Centre Operations Manager - leading Team Leaders & Coordinators
Full time in office, brand new offices located opposite Cronulla station
$130k - $150k + super
Contact Centre Operations Manager - leading Team Leaders & Coordinators
Full time in office, brand new offices located opposite Cronulla station
$130k - $150k + super
Operations Manager – Customer Experience & Service Delivery
Full-time, $130,000 - $150,000 + super
Based in brand-new offices, Cronulla NSW
Are you an experienced operations leader who thrives in a fast-paced, customer-focused environment? We’re looking for an energetic and strategic Operations Manager to lead a high-performing team delivering exceptional service outcomes to a portfolio of clients.
The role:
You will oversee the end-to-end service delivery process — from work order management & scheduling to customer communication and KPI achievement.
Leading a team of Team Leaders & Coordinators, you will drive operational excellence, champion customer experience & ensure every client interaction reflects a high standard of quality and care.
Key Responsibilities:
Apply now and take the next step in your leadership journey.
Full-time, $130,000 - $150,000 + super
Based in brand-new offices, Cronulla NSW
Are you an experienced operations leader who thrives in a fast-paced, customer-focused environment? We’re looking for an energetic and strategic Operations Manager to lead a high-performing team delivering exceptional service outcomes to a portfolio of clients.
The role:
You will oversee the end-to-end service delivery process — from work order management & scheduling to customer communication and KPI achievement.
Leading a team of Team Leaders & Coordinators, you will drive operational excellence, champion customer experience & ensure every client interaction reflects a high standard of quality and care.
Key Responsibilities:
- Lead & develop an operations team to deliver efficient customer service outcomes
- Oversee daily scheduling, work allocation & workflow management across key client accounts
- Ensure contractual KPIs, service levels & compliance targets are achieved
- Proactively manage escalations and identify opportunities for service improvement
- Collaborate with internal stakeholders to implement process enhancements & best practice initiatives.
- Drive a culture of accountability, empowerment and continuous improvement across the operations centre
- Provide regular reporting, data insights and performance analysis to guide operational decisions
- 5+ years’ experience managing a busy contact centre
- Proven success in leading large, high-performing teams
- Strong stakeholder management with a focus on people development
- Skilled in operational planning, performance analysis & continuous improvement
- Strong communication, organisational & problem-solving skills
- Proficiency in Microsoft Office and experience with CRM & workforce management systems
- Experience in facilities management, maintenance services a similar operational environment is highly regarded
- A supportive organisation with a focus on innovation & service excellence
- Brand-new, state-of-the-art offices in Cronulla — enjoy a coastal location with modern facilities
- Collaborative, high-energy team culture that values initiative & leadership
Apply now and take the next step in your leadership journey.