About the Role
This is an exciting opportunity for a seasoned Operations Manager to join our team and take the reins of a newly launched program in Townsville. As a Site Lead and Operations Manager, you will be responsible for leading a team of Team Leaders and frontline professionals, uplifting performance and engagement across the board.
Key Responsibilities:
* Lead a high-performing team, driving excellence in customer satisfaction, KPIs, and compliance standards.
* Create structure, drive accountability, and support new and developing leaders through coaching, mentoring, and motivation.
* Oversee day-to-day operations, ensuring seamless delivery of services and meeting business objectives.
* Drive resource planning, workforce management, and cost efficiency, maximizing productivity and minimizing waste.
* Manage client relationships, resolve issues proactively, and maintain clear communication channels.
* Champion continuous improvement, bringing fresh thinking to processes, culture, and service delivery.
Requirements:
* A passion for people leadership with 5+ years' experience managing large teams.
* A cool head under pressure – able to turn challenges into opportunities.
* Proven success in performance management, building capability, and improving team morale.
* Strong commercial acumen – able to juggle budgets, forecasts, and deliver against SLAs.
* Excellent communication and stakeholder management skills.
* Contact center leadership experience (ideal but not essential).
* A degree in Business, Management, or a related field is a bonus.
Why Join Us?
This is your chance to make a real impact in a growing, high-energy environment with a supportive team. You'll have autonomy, the ability to influence change, and be part of a company that values resilience, results, and relationships.