Who We Are

We are seeking an experienced and results-driven Operations Support Centre Manager to lead the performance and delivery of multiple complex contracts, with a strong focus on KPI and SLA achievement.

The Role

This role is critical to ensuring operational excellence across our contact centre, driving performance outcomes, managing contract obligations, and delivering high-quality service across a diverse portfolio.

Reporting to senior leadership, you will be responsible for the end-to-end management of contract performance, ensuring all KPIs, SLAs, and statutory obligations are consistently achieved. You will lead a high-performing team, optimise operational processes, and work closely with internal and external stakeholders to deliver sustainable results.

Key Responsibilities

Contract & KPI Performance

• Lead and manage multiple contracts, ensuring all KPI and SLA targets are achieved or exceeded
• Drive performance to minimise abatements and ensure compliance with contractual obligations
• Deliver accurate, timely, and insightful monthly reporting, including corrective actions
• Oversee Work Order (WO) and claims lifecycle management end-to-end
• Ensure statutory work orders are completed safely, on time, and in full compliance 

Stakeholder & Vendor Management

• Build and maintain strong relationships with clients, vendors, and internal stakeholders
• Partner with Vendor Management teams to proactively mitigate risks and improve service outcomes
• Ensure consistent communication on performance, risks, and opportunities

People Leadership

• Lead, coach, and develop a high-performing contact centre team
• Drive a culture of accountability, customer focus, and continuous improvement
• Support succession planning and identify high-potential talent
• Ensure all team members are trained in systems, processes, and customer service standards

Qualification 

• Tertiary qualification in Commerce, Business, Management, or a relevant technical discipline (or equivalent experience)
• Facility Management experience and knowledge (advantageous)
• Proven experience managing a high-volume contact centre with multiple complex contracts, KPIs, and SLAs
• Experience with CMMS platforms such as Maximo, Pronto, or SAP
• Strong proficiency in Microsoft Office and data analytics

OUR COMMITMENT

Programmed and PERSOL supports a workplace culture of zero harm and encourages this in all that we do.

Programmed and PERSOL strives for diversity, inclusion and equality of our people. We seek a workforce that is representative of the communities we work in. We encourage people of all cultures, gender, age, sexual orientation or abilities to apply.

To learn more about working with Programmed and PERSOL, we encourage you to visit our website.