Business Operations Lead

TSA is an Australian-owned business specializing in helping companies acquire, retain and grow their consumer customer bases. We represent some of the country's largest brands, across eight call centres in Australia and internationally.

We're a purpose driven business and our mission is clear. We endeavor to create experiences that people love, by revolutionizing the way they connect and communicate with brands.

At TSA Group, we design and deliver contact centre solutions for some of the world's leading brands. We create experiences that people love, by revolutionising the way they connect with brands. Our work spans multiple industries, including telco, logistics, insurance, automotive, travel, and government. With over 5,000 dedicated professionals across Australia, New Zealand, and the Philippines, we ensure that every interaction is meaningful and impactful.

We have a team of talented technology experts and customer experience consultants that work hand in hand to create this seamless and genuinely enjoyable customer journey. Our technology experts build the tech that enables our clients to deliver great experiences for their customers, and our consultants work to provide a tailored and considered approach to customer service and sales.

The Business Operations Lead plays an integral role in executing TSA's purpose. The Business Operations Lead acts as a strategic partner to the Channel Manager, providing operational insight, project support, and coordination across shared services. This role plays a critical part in enabling the Channel Manager to manage increased scope and scale by consolidating work types, streamlining communication, and ensuring operational alignment-while also supporting Operations Managers by absorbing operational complexity and enabling them to focus on leadership priorities.

Key responsibilities include leading small scale projects, continuous improvement initiatives, facilitating process mapping and root cause analysis workshops if required, and supporting change management efforts. The ideal candidate possesses strong analytical skills, a deep understanding of operational frameworks, and the ability to influence stakeholders at all levels.

Essential

• 3-5 years of combined experience in Operations Management, QA + Process Improvement, preferably in a BPO set-up. Experience in a telco program is an advantage
• Excellent oral and written communication skills
• Advance presentation skills
• Has strong data analytical skills
• Can build database and Cl tools
• Can create processes and policies
• Has strong problem-solving and project management skills
• Can work with minimal supervision
• Superb skills in Excel - A MUST
• Working knowledge in PowerB - ADVANTAGEOUS

Desirable

• Insurance/Sales/ Service Experience
• Contact Centre Experience

Qualifications

• Good Character - Respectful, open, honest, transparent and authentic, with integrity
• Courage - Takes accountability, responsibility and ownership for the client and teams
• Personable with a positive attitude and sense of humour
• Highly motivated, goal orientated, focused and driven
• Excellent communication skills and a collaborative style - Comfortable communicating with stakeholders and building relationships at all levels of the organisation
• Belief that excellent customer experience and advocacy is paramount
• Confidence, resilience and calmness under pressure
• Commercial acumen - Analytical & Logical

• Ability to identify the root cause of an issue quickly
• Ability to provide accurate information and guidance.
• Efficiently handling multiple tasks and customers.
• Prioritizing tasks to ensure timely resolution of customer issues.
• Providing effective and efficient solutions.
• Recognizing small details that can significantly impact customer satisfaction.
• Thinking creatively to address unique challenges
• Working well with colleagues to ensure consistent service.

TSA Group is an equal opportunity employer. We celebrate diversity and are dedicated to creating an inclusive environment for all employees and building a workforce that reflects the diverse communities we serve. We provide equal opportunities to all, regardless of gender identity, ethnicity, disability, sexual orientation, or life stage. Join us and be part of a team that values and respects every individual's unique contributions.

Stay vigilant against fraudulent job offers. We never ask for financial details during our recruitment process and legitimate communication will come from official TSA Group email addresses (e.g. @tsagroup.com.au). Your safety matters. If you receive a suspicious job offer, do not respond and report it to