Customer Centre Senior Operations Manager

Who We Are

Telstras an iconic Aussie brand with a global footprint. Our purpose is to build a connected future so everyone can thrive. Were Australias leading Telco + tech company, spanning over a century with a footprint in over 20+ countries.

Focus of the Role

As a Contact Centre Operations Lead you will oversee day-to-day performance across voice and chat channels, managing a team who support mobile, NBN, complaints, and general support. This role ensures operational excellence by driving service delivery, optimising processes, and maintaining high customer experience standards. Key responsibilities include team leadership, performance management, stakeholder coordination, and continuous improvement across contact centre functions. The role is pivotal in aligning frontline execution with strategic goals and fostering a high-performance, customer-centric culture.

What Youll Do

Operational Leadership

• Lead and manage a team of Team Leaders across mobile, NBN, complaints, and support functions.
  
• Oversee daily operations across both voice and chat channels to ensure service excellence and efficiency.
  
• Monitor and optimize workforce planning, shift scheduling, and resource allocation. Performance Management
  
• Drive achievement of agreed key metrics, including but not limited to First Call Resolution, AHT, and quality scores.
  
• Lead the team by conducting regular performance reviews, coaching, and development plans.
  
• Identify trends and implement corrective actions to improve team and individual performance.
  Process & Quality Improvement
  
• Standardise operating procedures across channels and functions.
  
• Collaborate with QA and Training teams to uplift service quality and compliance.
  
• Champion continuous improvement initiatives to streamline workflows and reduce customer effort.
  Stakeholder Engagement
  
• Liaise with cross-functional teams (Product, Tech, CX) to resolve systemic issues and improve customer journeys.
  
• Represent the India contact centre in global operations forums and strategy discussions.
  Reporting & Insights
  
• Deliver weekly and monthly performance reports with actionable insights.
  
• Track complaint volumes, escalation trends, and root causes to inform business decisions.
  People & Culture
  
• Foster a high centric culture within the contact centre. Support talent development, succession planning, and employee engagement initiatives.
  What Were Looking for
  
  15-20 years of experience in international operations (Voice & Non-Voice), with proven expertise in managing large teams. Experience in telecommunications (Telco) operations is a nice to have
  Work Mode: 100% Work from Office, AU Shift timings
  
  • Active Listening
  • Analytical Thinking
  • Business Writing
  • Business Acumen
  • Coaching
  • Communication
  • Creativity
  • Develop planning
  • Group Problem Solving
  • Maxim
  • MDUM
  • Mentorship
  • Mica
  • Negotiation
  • Osca
  • Performance Management (PM)
  • Sis Sigma
  • RCA
  • Phoenix
  • Process Improvement
  • Resource Planning
  • Rifdi bill generator
  • Salesforce (Software)
  • Siebel CRM Systems
  • TAM
  • T-Analyst
  • Team Development
  • AWS
  • NICE
    
  
  
  What we offer
  
  
  • Performance-related pay
  • Access to thousands of learning programs so you can level-up
  • Global presence across 22 countries; opportunities to work where we do business.
  • Up to 26 weeks maternity leave provided to the birth mother with benefits for all child births
  • Up to 16 weeks paid paternity leave provided to the non-birthing partners
  • Employees are entitled to 21 paid annual leaves per calendar year
  • Eligible employees are entitled to 12 days of paid sick / casual leave per calendar year
  • Relocation support options across India, from junior to senior positions within the company
  • Receive insurance benefits such as medical, accidental and life insurances
    
  
  If you are looking to take the next step in your career, we want to hear from you!
  
  Were amongst the top 2% of companies globally in the CDP Global Climate Change Index 2023, being awarded an A rating. If you want to work for a company that cares about sustainability, we want to hear from you.
  
  As part of your application with Telstra, you may receive communications from us on +61 440 135 548 (for job applications in Australia) and +1 (623) 400-7726 (for job applications in the Philippines and India).
  When you join our team, you become part of a welcoming and inclusive community where everyone is respected, valued and celebrated. We actively seek individuals from various backgrounds, ethnicities, genders and abilities because we know that diversity not only strengthens our team but also enriches our work. We have zero tolerance for harassment of any kind, and we prioritise creating a workplace culture where everyone is safe and can thrive.
  As part of the hiring process, all identified candidates will undergo a background check, and the results will play a role in the final decision regarding your application.
  We work flexibly at Telstra. Talk to us about what flexibility means to you. When you apply, you can share your pronouns and / or any reasonable adjustments needed to take part equitably during the recruitment process.