Customer Experience Ops Leader - People, Process & Performance

Concentrix Services Pty Ltd; Gold Coast City; On-site; AUD 120,000 - 180,000; Full time

Benefits offered by this job

Wellbeing support

Flexible work design

Career development

Job summary

Concentrix Services Pty Ltd on the Gold Coast is seeking an experienced Operations Manager to lead a diverse contact centre, driving performance across people, processes and customer outcomes.

You will coach Team Leaders, coordinate daily operations, monitor metrics, manage workforce and payroll, and build strong client relationships while ensuring compliance with company policies.

The role offers a dynamic environment with opportunities to influence service delivery and business results.

Qualifications

• Proven ability to lead, motivate and develop high-performing teams while achieving operational objectives.
• Strong strategic planning, communication and stakeholder management skills.
• Demonstrated capability to manage competing priorities, oversee financial considerations and proactively identify and elevate risks.

Responsibilities

• Lead, coach and develop Team Leaders through regular one-on-one meetings, performance feedback, career development discussions and team engagement activities.
• Coordinate daily operations across multiple teams, setting priorities and providing guidance to ensure service delivery, productivity and performance targets are achieved.
• Monitor operational, customer, people and financial metrics, identifying trends and implementing improvement initiatives in collaboration with key stakeholders.
• Build and maintain strong client relationships through regular communication, business reviews and proactive management of issues, risks and agreed actions.
• Manage workforce, attendance, performance and behavioural matters, ensuring compliance with Concentrix policies, procedures and client expectations.
• Oversee employee lifecycle activities, including onboarding, offboarding, payroll and system administration, training completion, and employee wellbeing, safety and compliance requirements.

Skills

Leadership

Team development

Stakeholder management

Operational management

People management

Financial acumen

Tools

Payroll systems

Job description

Concentrix Services Pty Ltd on the Gold Coast is seeking an experienced Operations Manager to lead a diverse contact centre, driving performance across people, processes and customer outcomes.

You will coach Team Leaders, coordinate daily operations, monitor metrics, manage workforce and payroll, and build strong client relationships while ensuring compliance with company policies.

The role offers a dynamic environment with opportunities to influence service delivery and business results.