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This range is provided by Salt. Your actual pay will be based on your skills and experience talk with your recruiter to learn more.Director of Sales, HR, Finance & Business OperationsSalt Search is partnering with a leading US H/Q global software enterprise to find an experienced Contact Center Manager or Operation Support Manager APAC who has experience working in a BPO or with BPOs in the Philippines.As a Product Support Operations Delivery Lead in the APAC Customer Success team, you will be responsible for monitoring the performance health of our customer support and value add service offerings for all customer segments. You will work closely with managers of our outsourced BPO contact centres, to ensure performance standards are maintained within budget.This is brand new role and exciting new opportunity through to growth of the business in APAC.11 month contract & may extend after financial year or go permanent if they obtain head count.Key Responsibilities:Proactively monitor the overall performance of customer support and services delivered to our customers - across customer segments, products and experimentsProvide regular weekly business reviews to Head of Customer Success & senior stakeholdersAttend internal and external meeting to gain opportunities for improvement etc.Analyse current state customer experiences, validate root causes through dataDesign business continuity plans for outsourced support and servicesPartner with technical teams internallyPartner with our centralised capacity planning and forecasting team to ensure accurate forecasting for existing and new offeringsPerform industry and competitor benchmarking of contact centre operations to identify industry best practices and innovationsWhat Were Looking For:Passion for delivering world class support and service experiences to delight our customersExperience at least 3 years in a contact centre operations or performance management role, or as an operations analystYou have a deep understanding of contact centre operations and drivers of performanceYou are highly data driven, analytical and detail orientedYou have significant experience forecasting and managing multi-million dollar budgetsYou excel at storytelling through numbers, and a confident written and verbal communicatorYou are proactive and approach problems with a can-do attitudeYou are highly organised, with the ability to multitask, prioritise effectively and meet deadlines in a fast-paced environmentWhy Apply?Join a global brand with a fantastic company culture, offering hybrid work in Sydney CBD and a competitive offering.How to Apply:Click the link below or contact Toni on 0429 841 882 for a confidential discussion.Seniority levelSeniority levelMid-Senior levelEmployment typeEmployment typeFull-timeJob functionJob functionCustomer Service, Project Management, and Strategy/PlanningIndustriesProfessional Services, Financial Services, and Software DevelopmentReferrals increase your chances of interviewing at Salt by 2xGet notified about new Delivery Lead jobs in Sydney, New South Wales, Australia.Alexandria, New South Wales, Australia 1 month agoDelivery Operations Manager, Uber Direct ANZHead of Strategic Delivery/Chief of StaffSydney, New South Wales, Australia 3 weeks agoSydney, New South Wales, Australia 2 weeks agoSydney, New South Wales, Australia 2 weeks agoSydney, New South Wales, Australia 1 month agoSydney, New South Wales, Australia 2 months agoSydney, New South Wales, Australia 1 day agoSydney, New South Wales, Australia 3 days agoTechnical Delivery Lead Hybrid in Canberra/Melbourne/Sydney each weekSydney, New South Wales, Australia 4 days agoTechnology Delivery Lead Procurement & QARARedfern, New South Wales, Australia 3 days agoSydney, New South Wales, Australia 2 weeks agoSydney, New South Wales, Australia 4 days agoSydney, New South Wales, Australia 2 weeks agoSenior Manager Customer Experience and OperationsParramatta, New South Wales, Australia 6 days agoGeneral Manager - Operations & Customer SupportSydney, New South Wales, Australia 2 weeks agoService Management Specialist (Incident & Problem Management)Sydney, New South Wales, Australia 2 weeks agoTransport and Home Delivery Experience ManagerTurrella, New South Wales, Australia 12 minutes agoStrategic Sourcing Manager, Delivery ServicesSydney, New South Wales, Australia 2 weeks agoTurrella, New South Wales, Australia 3 weeks agoService Delivery Manager (Health Manager Level 4)Sydney, New South Wales, Australia 5 days agoSydney, New South Wales, Australia 5 days agoSydney, New South Wales, Australia 3 days agoSenior Supply and Fulfilment Manager, Oceania (Fixed Term)Erskine Park, New South Wales, Australia 2 months agoNorth Sydney, New South Wales, Australia 3 weeks agoWere unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI. #J-18808-Ljbffr