Senior Operations Manager

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 endeavour to create experiences that people love, by revolutionizing the way they connect and communicate with brands.

Why work with TSA?

• Competitive Salary Package + HMO coverage with free dependent + Life Insurance Coverage + Mobile Phone Allowance
• Our #TSAWays are what we are all about. Think of them as the vibe!
• Join a company that promotes from within – work your way up and across the business
• Comprehensive training, with ongoing coaching and development
• A vibrant and rewarding recognition program - We love to celebrate our people!
• We are proud of our fun, friendly and supportiveteam environment

Job Description

The Senior Operations Manager or Channel Manager (CM) is accountable for the overall performance and culture of TSA’s Customer Engagement Centres. They are the key account manager for their channel, managing all operational matters with their client partners.

Their role is to execute the operational plan as defined by TSA’s Executive and Group Leadership team to achieve the required commercial and people outcomes. They leverage their operational knowledge to develop robust strategies to optimise the profitability of their existing stream and build a strong talent pipeline to support growth.

They achieve this through setting a clear vision and direction for the entire Centre, coaching and developing their frontline leadership team, providing key performance, customer and competitor insights and turning these into actions or opportunities for the business and client.

24/7 Hoop - Core Work load hours are 8am -8PM New Zealand Time.

Qualifications

• 12 mos and above tenure in Senior Leadership role preferred
• Experience with handling sales account/LOB
• Demonstrated capability in managing contact centre teams, specialising in Inbound/Outbound voice solutions and/or digital 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
• Extensive experience in commercial performance encompassing profit & losses management
• Able to provide direction on conflicting agendas, priorities, and ambiguities to resolve complex situations, whilst maintaining a calm environment and remain in control

Hit the I'm Interested button to apply!

Additional Information

At TSA, the health, safety and well-being of our team is our number one priority! In response to the COVID-19 pandemic we have introduced a number of robust practices to keep our team safe, such as; physical distancing measures, control measures for our visitors, temperature testing, isolation requirements where applicable and so much more.

We take our responsibility to protect the health and well-being of our team and our community very seriously.

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14F Five E-com Center, Harbor Drive, Mall of Asia Business Complex, Pasay City, Metro Manila, Philippines 1300