Operations Manager/Supervisor Small Call Centre

About the role

To manage a small team for a family pest control business in Melbourne Australia. Office based work from 0900 to 1800 Melbourne time 5 days a week.

Key responsibilities

• Identify customer trends and challenges/opportunities to develop potential alternatives to support business, operational efficiency and develop new customer opportunities in Melbourne and interstate
• Audit staff bidding process in timely manner and provide quotes for bids promptly and train staff with selling to customers and scheduling jobs
• Recruit trade technician periodically to come to Melbourne to work on 3 month visa
• Oversee end-to-end operations of recruitment and staffing services, ensuring efficiency and quality delivery
• Be knowledgeable in termite enquiries and pricing
• Monitor key performance indicators (KPIs) and ensure targets are consistently achieved with high priority on staff bidding process
• Develop and execute monthly action plans if targets are missed
• Provide coaching, feedback and annual performance reviews as well as formal corrective action
• Conduct monthly performance evaluations and provide actionable feedback for employee development
• Ensure adequate coverage by handling inbound calls and bids when necessary and invoicing

About you

• Bachelor's degree, Professional Degree, Master's Degree in any field
• At least 3 years of experience in operations, preferably in pest control business or BPO industry and a strong desire to develop team members
• Proven leadership and team management experience
• Strong knowledge of recruitment processes and workforce management
• Excellent organizational, problem-solving, and decision-making skills, strong time management skills and is motivated to exceed expectations
• Strong communication and interpersonal skills
• Ability to work in a fast-paced and target-driven environment

Benefits

• HMO coverage
• Australian paid holidays
• Performance bonus July
• Paid training
• Weekends off