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Job Title:Site Lead and Operations ManagerJob DescriptionAnother exciting opportunity has come up with us for an Operations Manager to join our team. Someone who puts customer experience, people development and continuous improvement first in their approach.We are looking for a confident people leader with experience in complex delivery environments, someone that is ready to seize every opportunity we put in front of them to take their career, our people and client to the next level.You will be responsible for the overall performance of a diverse contact center delivering a broad set of objectives against internal and external KPIs, as well as being a conductor of the orchestra of system, process, people, customers and financial outcomes.Operations Manager Lead with Impact | TownsvilleAre you a driven leader who thrives on bringing out the best in people, solving challenges, and delivering results?Were looking for an experienced Operations Manager to take the reins of a newly launched program at our Townsville site. If youre passionate about leading people, love building a positive team culture, and know how to steer contact center performance we want to hear from you.What youll do:Lead a team of Team Leaders and frontline professionals, uplifting performance and engagement across the board.Create structure, drive accountability, and support new and developing leaders through coaching, mentoring, and motivation.Oversee day-to-day operations and ensure KPIs, customer satisfaction, and compliance standards are consistently met.Drive resource planning, workforce management, and cost efficiency.Manage client relationships, resolve issues early, and keep communication clear and proactive.Champion continuous improvement and bring fresh thinking to processes, culture, and service delivery.What you bring:A passion for people leadership with 5+ years'' experience managing large teams.A cool head under pressure you know how to turn challenges into opportunities.Proven success in performance management, building capability, and improving team morale.Strong commercial acumen you can 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 new client and a supportive team. Youll have autonomy, the ability to influence change, and be part of a company that values resilience, results, and relationships.If you''re ready to lead with purpose and build something great apply now.Location:AUS Townsville - River Quays, Level 6, 7 Tomlins StreetLanguage Requirements:EnglishTime Type:Full timeIf you are a California resident, by submitting your information, you acknowledge that you have read and have access to the Job Applicant Privacy Notice for California Residents #J-18808-Ljbffr