NSW Operations Manager

We’re looking for an experienced Operations Manager to lead a large, fast-paced team in Cronulla, NSW. This senior role is responsible for workflow management, client service delivery, and driving overall operational performance.

Key Duties:

• Lead and mentor a high-performing team (40+ staff) across work order management, scheduling, and service delivery
• Ensure contractual KPIs are achieved while maintaining profitability and efficiency
• Drive customer excellence by managing escalations, onboarding new accounts, and ensuring exceptional client communication
• Oversee day-to-day operations, including workflow allocation, aged work orders, and compliance
• Collaborate with leadership on continuous improvement, process change, and strategic initiatives
• Uphold safety, quality, and compliance standards, fostering a culture of excellence and Zero Harm

Must Have:

• 5+ years in a similar role managing a complex Customer Contact Centre or Operations Centre
• Experience with contact centre technology platforms, including multi-channel, automation, and robotics
• Strong understanding of quality, compliance, and customer experience frameworks
• Solid knowledge of workforce planning practices (forecasting, rostering, reporting, real-time analysis)
• Proven people leadership skills in a fast-paced, high-performing culture
• Strong influencing and stakeholder management ability
• Advanced skills in Excel, Outlook, PowerPoint, and Word

Why You’ll Love Working Here

• Enjoy a competitive salary and exciting rewards like referral bonuses.
• We support your wellbeing with EAP programs, wellbeing days, and community involvement - plus family perks like paid parental leave, baby bucks, and fun family events.
• Take time to recharge with birthday and loyalty leave, and grow your career through structured learning, mentoring, and 24/7 training access.
• We love to celebrate and connect - from monthly recognition and team wins to social events, trade days, and morning teas.

Apply Now!