Collins McNicholas

Excellent opportunity for a people manager with a strong  operational background to join a superb organisation that offers great benefits and has a strong emphasis on professional growth and development.

Responsibilities:

  • Lead team to consistently deliver required levels of service to ensure the optimum customer experience across all interactions.
  • Ensure all tasks are conducted in a manner compliant with all policies, procedures and legislative requirements
  • Understand fully the key drivers for the business
  • Provide feedback + guidance to ensure the operations agents achieve the necessary work standards
  • Motivate Operations Agents to achieve all performance objective as agreed by the business
  • Appraise, coach and develop team members to ensure development to agreed business standards
  • To create and maintain a positive culture within the team
  • Plan and schedule appropriate staff cover to ensure service levels are met or exceeded
  • Manage any HR issues as appropriate in accordance with company guidelines
  • Provide necessary feedback/input to the business to ensure all levels are appropriately briefed on business critical issues
  • Proactively management change to ensure the delivery of all company requirements
  • Deliver key projects

 

Requirements:

  • Previous experience in a dynamic and fast paced environment
  • Experience in an analytical environment
  • Excellent communications, coaching and presentation skills
  • Excellent literacy skills
  • Experience in a similar role
  • Previous APA qualification or be interested in pursuing this accreditation.

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