Process standardization and continuous improvement
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Telstra is seeking a Customer Centre Senior Operations Manager to lead day-to-day operations of their contact centre, focusing on performance management and process improvement. The ideal candidate will have extensive experience in international operations and a strong background in team leadership to ensure high service delivery standards.
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Job Summary
Lead and manage a team of Team Leaders across mobile, NBN, complaints, and support functions, overseeing daily operations across voice and chat channels to ensure service excellence and efficiency.
Drive achievement of agreed key metrics, including First Call Resolution, AHT, and quality scores, by conducting regular performance reviews, coaching, and development plans.
Telstra offers performance-related pay, access to thousands of learning programs, global presence, generous parental leave, and comprehensive insurance benefits.
Matching Summary
Match Score: 75
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Telstra is seeking a Customer Centre Senior Operations Manager to lead day-to-day operations of their contact centre, focusing on performance management and process improvement. The ideal candidate will have extensive experience in international operations and a strong background in team leadership to ensure high service delivery standards.
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Skills & Requirements
Must-have
Voice and chat channel operations
Team leadership and performance management
Process standardization and continuous improvement
Stakeholder engagement and cross-functional collaboration
Reporting and actionable insights delivery
High-performance, customer-centric culture
Nice-to-have
Active listening and analytical thinking
Coaching and mentorship skills
Problem-solving and negotiation abilities
Adaptability and creativity
Sustainability focus
Key Requirements
15-20 years of experience in international operations
Proven expertise in managing large teams
Experience in telecommunications (Telco) operations is a nice to have