EMPLOYMENT

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!