Head Of Operations
vor 3 Wochen
Full time
As part of a global company, Tunstall is the market leader of telecare solutions. Tunstall's assistive technologies aid people with additional needs to maintain their independence, confidence and the ability to live safely in the place of their choice. Our Australian and New Zealand teams provide support and assistance at the press of a button, delivering peace of mind and reassurance to clients and their families with our emergency medical alarms and 24/7 call centre support.
Responsibilities of the Role
The Head of Operations plays a pivotal role in developing and empowering the call centre team that provides exceptional service for our clients who use our emergency medical alarms. This role will be responsible for developing capabilities, strengthening accountability and demonstrating strong leadership across the Australian Eagle Farm and New Zealand Tauranga offices.
This role is accountable for driving high performance and accountability of themselves and their team members, leading and driving pivotal operational changes that the business requires at a strategic level, and then ensures their plans are executed at an operational level. This busy role drives a blend of operational management, strategic direction and a focus on continuous improvement to help provide an exceptional customer experience.
The Head of Operations supports the implementation of revenue generating business initiatives and the implementation of new programs, product offerings and service delivery models to help strengthen and grow the business. This role fosters collaborative working relationships with both internal and external stakeholders.
The successful candidate will join and actively contribute to the established Executive Leadership Team who are passionate, experienced and client-focused. This role is responsible for 5 direct reports and approximately 50 indirect reports who are located across the 2 offices.
Experience and Requirements
Minimum 5 years experience in a senior leadership position, preferably reporting into the CEO/MD
Experience in leading a 24/7 contact centre environment
Tertiary level degree in business and/or significant experience in related fields
Proven experience in advanced strategic planning and effectively managing change
Exceptional leadership and people management skills with a proven ability to develop, inspire, engage and motivate a team
Enthusiastic and adaptable with the ability to multitask and pivot when required
Strong decision maker with the ability to think outside the box and influence others
Ability to lead all aspects of the operations call centre management needs, including budgeting, workforce planning, data analysis and performance metrics, with a strong focus on quality
An exceptional communicator who leads with self-awareness and lives our values of collaboration, accountability, customer focus and innovation
Technologically savvy with the ability to easily learn new products and systems
Ability to travel to New Zealand as required
Experience within Aged Care, NDIS, Healthcare or Technology sectors desirable, however not essential
Why Us?
Competitive salary package
An assigned executive car parking space
Flexible hybrid remote working opportunities available
Great induction and orientation process to welcome you onboard
Opportunities for training and development
Fun and regular staff events - we love food
Onsite gym and coffee machine
Instant client and peer recognition
Warm and friendly culture
Free counselling service
Discounts and benefits.
Diversity & Inclusion
We're passionate about ensuring our team reflects the brilliant and unique qualities of the people and communities we support. At Tunstall you'll find a place where you're valued and celebrated for being yourself. We empower our people to deliver the very best teamwork, innovation and thought leadership by creating an environment where we champion diversity and inclusion.
To be successful, candidates must have the appropriate work eligibility rights and are required to complete Police, NDIS and Working with Children checks, which can all be organised and paid for by us.
Your application will include the following questions:
Do you have people leadership experience?
How many years of experience do you have in a similar role to this?
What's your expected annual salary?
Which of the following statements best describes your right to work in Australia?
Do you foresee any challenges in receiving any of the required checks to start at Tunstall?
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