Operations Manager  

Manage PH site to identify opportunities to increase efficiency of team and effective utilisation of resources collectively. Implement and support a high performance Sales culture to maximise all sales opportunities for Salmat. Consistently deliver a high level of service across the PH Site Coach, develop and lead Team Leaders to maximise results and support their development

• Implement and support ongoing high performance Sales culture.
• Work collaboratively with the Sales Support Team Manager to support the PH team and obtain the best outcomes for Sales Support and associated customers.
• Develop and support strategies to deliver quality, efficient outputs for Admin support.
• Maintain a Capacity Plan across the PH site to effectively utilise the resources as a collective pool.
• Review, implement and manage key performance indicators to ensure business growth.
• Conduct regular team performance reviews and ensure they are measured and documented accurately.
• Manage individual performance, determine the root cause of under-performance and ensure corrective action.
• Ensure on-going staff coaching, training and development.
• Manage and report statistics as required.
• Identify and communicate business growth or improvement opportunities.
• Oversee operations conduct and ensure synergy across all divisions.
• Assist with the development / improvement, implementation and management of policies and/or processes.
• Ensure operations remain aligned with the values of the business.
• Ensure awareness amongst all staff of the business’ common goals.
• Assist with recruitment, including interviews.
• Assist with the development / management of rosters/schedules to ensure coverage.
• Collaborate with key Internal / External Stakeholders.
• Manage unplanned day-to-day operational tasks/duties/responsibilities.
• Provide feedback on IT/telephony systems.
• Review and interpret contact centre metrics, including: average handling time, quality, contact/dial rate, customer satisfaction, etc.
• Proven history of developing and managing a team within a program of a similar nature.
• Complete all necessary training requirements and professional development opportunities.
• Ensure you do not discriminate against, harass or bully co-workers, prospective co-workers, Salmat sub-contractors, visitors, clients or customers and ensure you treat people with fairness and respect in the performance of your duties.
• Ensure all Salmat policies, including Business Management System and Security policies and procedures are adhered to.
• Ensure Work Health and Safety policies and procedures are adhered to.
• Ensure you, and employees within your area of responsibility, take care at all times to work in a safe manner and report workplace hazards.

• Proven excellence in sales and service delivery.
• Strong leadership skills and capabilities.
• Excellent English communication (verbal and written) skills.
• Problem solving and conflict resolution skills.
• Efficient and accurate typing ability.
• Ability to build rapport quickly and effectively.
• Attention to detail.
• Negotiation skills.
• Ability to analyse data.
• Sound business acumen.
• Ability to build relationships & work collaboratively with clients and organisational peers.
• Ability to work autonomously, employ initiative to find solutions, prioritise and exercise discretion.
• Maintains service quality under time pressures Commercial Aptitude.
• Analytical skills.

Qualifications and Typical Experience:

• Bachelor degree or equivalent tertiary qualification.
• Minimum 5 years experience in the BPO industry as an Operations Manager, Sales Manager.
• Significant experience managing a sales environment.
• Thorough knowledge of call centre metrics, including: average handling time, quality, contact/dial rate, customer satisfaction, etc.
• Excellent verbal and written English skills.
• Ability to learn quickly and self source solutions.
• Ability to express thoughts clearly.
• 2 years plus experience in a sales position or related industry (desirable).
• Subject to business demands, additional hours may be required.
• May be required to travel and work across various Salmat sites.