Operations Team Lead

Platinum Outsourcing is an award winning, Australian owned and managed co sourcing BPO operating out of both the Philippines and Indonesia. We are a fast growing scale-up, opening our first offices in the Philippines only 4.5 years ago (and growing to 200+ employees in that time).

We have plans to expand to 500+ employees over the next 3 years.

We are seeking an experienced and dedicated Operations Team Lead to lead and manage an existing team of 17 full-time team members.

The successful candidate will be responsible for the day-to-day leadership and operational management of a multi-disciplinary team covering finance, DevOps, IT support, and customer service.

This is a hands-on leadership role that requires a strong focus on team performance, client satisfaction, and continuous improvement.

Our client is a leading, and very well known Australian and New Zealand electronics retail company, headquartered in Sydney.

Please review the following criteria carefully before applying.

What You'll Do:

• Provide daily leadership, coaching, and support to a team of 17 team members, fostering a positive and high-performance work environment. Noting that the team size will increase over time
• Monitor and manage team performance against key performance indicators (KPIs) and service level agreements (SLAs), implementing strategies for improvement where necessary
• Serve as the primary point of contact for the Jaycar Electronics program, ensuring clear and consistent communication and building a strong client relationship
• Conduct regular team meetings, one-on-one coaching sessions, and performance reviews to support the professional development of each team member
• Generate and present regular performance reports to both Platinum Outsourcing management and the client.
• Ensure all team members adhere to company policies, procedures, and quality standards
• Identify opportunities for process improvement and efficiency gains within the team and the program
• Handle escalations and resolve any issues in a timely and professional manner

What We're Seeking:

• A minimum of 5 years of experience in a leadership role within a BPO environment is essential
• Proven experience leading and managing teams of 15 or more full-time employees.
• Demonstrated experience in managing a smaller or specialized client program or line of business.
• Strong understanding of BPO operations, including performance metrics, quality assurance, and client management.
• Excellent communication, leadership, and interpersonal skills.
• Ability to work in a fast-paced, client-focused environment.
• Experience overseeing teams with diverse functions (e.g., finance, IT, customer service) is highly desirable.
• Proficient in MS Office and familiar with common BPO software and tools.
• Undergraduate Degree

What we offer:

• Above market remuneration
• HMO Primary and Dependent, Day 1
• Performance incentives
• Team building events and activities
• Brand new IT equipment
• 15 days VL
• 5 days sick leave
• 13 month and all other government mandated benefits