Operations Manager (Service Delivery / BPO)

Working as an Operations Manager (Service Delivery / BPO), you will be responsible for leading a portfolio of contact centre programs with a focus on client success, operational excellence, and leading high-performing teams. You will work closely with the General Manager and other Senior Operations Leaders to support the business through both transformation and growth.

What you’ll be driving in the next 12 months

• Client Strategy & Retention: Build strong relationships, understand client goals, and develop account plans that deliver value and drive retention.
• Operational Performance: Lead through others - empower your team to meet and exceed SLAs and KPIs, and ensure consistent, high-quality service delivery.
• Team Leadership: Develop and support your team of Contact centre Manager’s, foster accountability, and create a culture of continuous improvement.

What you’ll bring

• A strong understanding of client engagement and stakeholder management - you know how to listen, influence, and deliver.
• Experience leading service delivery teams in fast moving Contact Centres/BPO’s.
• Commercial acumen - you can look forward and make decisions that balance cost, value and impact.
• High emotional intelligence and the ability to adapt your communication style across diverse stakeholders.

What success looks like at 3 months

• Client relationships are developing, and Account plans are in place and aligned to client goals
• Portfolio performance is trending up, with clear plans in place to achieve sustainability
• You’ve set expectations with your team who are stable, developing and delivering

What’s in it for you

You’ll have access to a hybrid work model, employee discounts, novated leasing and 24/7 EAP Support. You can take advantage of our cultural holiday swap program to celebrate the days that mean most to you and have access to an annual ‘unplugged day’ to switch off and unwind.

You will part of a business entering a transformative growth phase with an opportunity to directly contribute to its success. You’ll be leading and influencing teams in multiple countries and supporting the adoption of new technologies across the contact centre.

Apply Now or reach out to ben_stevens@symbos.com.au for more information.

We are a Circle Back Initiative Employer – we commit to respond to every applicant.

About Us; 

Recoveriescorp is part of the Symbos Group is a dynamic and fast-paced group of businesses, committed to delivering service excellence across contact centre operations, legal services, software solutions, and customer engagement. With a strong focus on compliance, innovation, and collaboration, we deliver tailored solutions across a range of industries to meet our clients’ unique needs. We believe in the power of great people and are proud to work with talented professionals who drive our success. 

We understand that in order to achieve our mission, we must engage a workforce that represents the diverse communities and customers we support. That’s why we are committed to ensuring everyone is treated fairly, with respect and provided with inclusive and equal employment opportunities. We encourage applications from people of all ages, nationalities, abilities and cultures including indigenous peoples; people from culturally diverse backgrounds; people with disabilities and all members of the LGBTQIA+ community.