Customer Experience & Ops Leader | Team Growth & Performance

Careers; Gold Coast City; On-site; AUD 120,000 - 180,000; Full time

Benefits offered by this job

Wellbeing support via Sonder

Job summary

Concentrix on the Gold Coast is seeking an experienced Operations Manager to lead a diverse contact centre, focusing on customer experience, team development and continuous improvement. You will drive performance across people, processes, and financial targets in a fast-paced environment.

The role requires strong leadership, commercial acumen and the ability to balance priorities while delivering exceptional outcomes for clients, staff and customers.

Qualifications

• Proven ability to lead and develop high-performing teams while achieving operational objectives.
• Strong strategic planning, communication and stakeholder management skills.
• Ability to balance competing priorities and identify risks, escalating when needed.

Responsibilities

• Lead, coach and develop Team Leaders through regular one-on-one meetings and performance feedback.
• Coordinate daily operations across multiple teams to meet service delivery and performance targets.
• Monitor metrics and partner with stakeholders to identify improvement opportunities.
• Build and maintain client relationships through regular communication and proactive issue management.
• Manage workforce, attendance, performance and disciplinary matters per Concentrix policies.
• Oversee onboarding, offboarding, payroll, system administration and employee wellbeing activities.

Skills

Team leadership

Stakeholder management

Strategic planning

Communication

Performance management

Job description

Concentrix on the Gold Coast is seeking an experienced Operations Manager to lead a diverse contact centre, focusing on customer experience, team development and continuous improvement. You will drive performance across people, processes, and financial targets in a fast-paced environment.

The role requires strong leadership, commercial acumen and the ability to balance priorities while delivering exceptional outcomes for clients, staff and customers.