Operations Manager

Concentrix Services; 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

We're looking for an Operation manager who is passionate about customer experience, team development, and continuous improvement. In this role, you'll lead a diverse contact centre operation, driving performance across people, processes, systems, customer outcomes, and financial targets.

Success in this role requires strong leadership, commercial acumen, and the ability to balance competing priorities while delivering exceptional results for our clients, employees, and customers in a fast-paced and complex environment.

What you'll do

• 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.

What you bring

• Proven ability to lead, motivate and develop high-performing teams while achieving operational objectives.
• Strong strategic planning, communication and stakeholder management skills, with the ability to build effective working relationships.
• Demonstrated capability to manage competing priorities, oversee financial considerations and proactively identify and escalation risks when required.
• High attention to detail, advanced computer proficiency and a strong commitment to compliance, supported by sound judgement, empathy and confidence in managing performance and disciplinary matters professionally.

Why Concentrix?

• As a diverse global organisation supporting 450 leading brands, we create meaningful customer experiences that drive loyalty, market differentiation, and long-term business success.
• 20,000 LinkedIn Learning courses and real career pathways to grow and develop your skills
• Flexibility by design plus 24/7 wellbeing support via Sonder
• Leaders who genuinely care and recognition that's real
• For you and your community: We deliver massive impacts for our clients, staff, and the world through our ESG -- Environmental, Social and Governance commitments including World Clean Up Day, #MyOneEarthPromise and other opportunities to support our communities and world.