We’re Australia’s leading specialists in contact centre and customer experience services and technology, working with Australia’s largest and most recognisable brands to revolutionise the way that they connect with their customers. 

As an extension of our clients’ businesses, we help to grow their revenue, reduce their costs and deliver their customers an authentically Australian customer experience. We also design, build and deploy cloud-based customer engagement solutions, utilising the latest technology to deliver personalised and blended omni-channel experiences.

Our client roster is rapidly expanding and we now have an exciting opportunity for an experienced Cx & Sales Operations Manager with strong client relationship management skills to join our group leadership team. 

As the Senior Contact Centre Manager, you will manage a portfolio of clients and be accountable for the establishment and maintenance of TSA’s contracts with new and existing clients and the operational delivery of their programs. 

Reporting directly to the Group Executive Operations you will be accountable for; managing key client relationships and customer advocacy; having direct operational ownership and responsibility across all assigned programs of work, including operational excellence; total financial accountability for each client P&L; and employee engagement and development of the teams.

As a member of the TSA Senior Leadership team, you will also work collaboratively with the Group Executives to shape the culture of our business and influence how we achieve our strategic growth objectives.

What you'll be doing:

• Own the operational strategy and plan for new client onboarding and ongoing program maintenance
• Coach and develop a team of Contact Centre Managers to ensure they’re able to execute the operational strategy and deliver on all key metrics
• Manage and nurture key client relationships to facilitate monthly and quarterly business reviews and identify and act upon opportunities for growth and program enhancements
• Commercial management of portfolio to ensure resourcing and costs are managed effectively and in line with budget forecasts
• Manage internal stakeholders to support the prioritisation and delivery of organisation wide and client driven strategic and operational initiatives within client SLA’s
• Continuously improve the operating model to achieve operational excellence

To thrive in this role you will need to have:

• Exceptional stakeholder engagement and management skills (internal and external across multiple levels)
•  Strong influencing and negotiating skills 
• Confidence in your strategic thinking and execution skills
• Passionate about coaching and developing teams and a willingness to be a sounding board for your team
• Commercial acumen
• Adaptable - genuinely enjoy working in a fast-moving complex environment with a high degree of volatility and ambiguity
• Exposure to leading large scale change management initiatives
• Excellent judgment and problem-solving ability
• 5+ years in senior sales management role
• Bachelor’s degree in Business (highly desirable)