Operations Manager- Contact Center- ANZ

Description and Requirements

Key Responsibilities :

• Manage ANZ Operations, including ANZ Premium Care, EduCare, and ANZ Standard Support for both Consumer & Commercial (Tagalog speaking customers) market.
• Lead, supervise, and manage a team of Executive Technical Support (Tagalog speakers) & subjects to meet required performance and KPIs.
• Provide the team with clear objectives for group and individual performance, and support with regular and constructive feedback through quality audits and performance appraisals.
• Support, coach, and manage a team of 6 Technical Support Manage and around 80 Executive Technical Support agents to ensure that both operational targets (required performance and KPIs) and service levels are achieved.
• Provide ongoing coaching, training, and counseling to team members on customer management as well as products and services.
• Lead by example by displaying initiative in all areas, including adherence to schedule and good attendance records.
• Review workflow and procedures to close service gaps, ensure productivity, and accommodate new products & services.
• Maintain the Operations Quality Management System (QMS) and continuously review and update policies, processes, and forms.
• Support the Contact Centre in achieving its overall service levels (average speed of answer, abandoned calls, % calls answered within service level) and any other KPIs as dictated by Operations.
• Work with the line manager to coordinate shift rosters for team members and ensure that agreed shifts are covered.
• Conduct regular team meetings and buzz sessions to ensure two-way communication is maintained between team members and management.
• Support the management team in creating management reports based on agreed time scales.
• Undertake any administration associated with payroll, staff annual leave / MC applications, expense claims, and amendments to staff rosters.
• Undertake any other ad-hoc tasks assigned by the Senior Manager or any other superior from Operations as and when required.
• Disseminate information received from client contact points to team members as soon as possible and ensure team members are fully briefed on the information received.
• Attend to any high-level customer complaints received by team members and spend an agreed proportion of time answering queue calls and handling escalations through to resolution.
• Identify areas for service improvement and make recommendations to the management team.

Qualification and Experience

Other Information

Additional Locations :