Call Centre / Operations Manager

Job Summary

The Operations Manager is responsible for overseeing the day‑to‑day operations of the Philippines‑based client contact centre. This role leads a team of Service Coordinators who provide rostering, scheduling, and support services to Australian clients. The Operations Manager ensures operational efficiency, compliance, and exceptional client service, while fostering a high‑performance team culture and maintaining strong collaboration with the Australian head office.

Responsibilities

• Lead and manage the rostering and scheduling of staff to ensure appropriate coverage and service quality.
• Monitor daily team performance and efficiencies across rostering, scheduling, and client communications.
• Oversee Philippine team workflows and ensure seamless communication with the Australian head office.
• Ensure service delivery aligns with client care plans, goals, and funding allocations.
• Promote a strong clien...