Operations Manager : Call Centre Sales Floor

 About the Role

The Operations Manager: Sales Floor leads the team responsible for accurately and efficiently processing customer or member orders and recognition data, ensuring seamless order flow to the warehouse, compliance with service-level agreements (SLAs), and proactive risk management to protect and enhance the overall customer experience.

This role oversees order processing operations to consistently achieve service delivery targets, drives error-reduction initiatives to improve quality and aftersales accuracy, implements efficiency and automation improvements to control costs, and leads, coaches, and develops the Sales Floor team through structured performance discussions, skills training, and standard operating procedures (SOPs).

The manager collaborates closely with the Warehouse Manager to synchronise workflows, builds strong stakeholder relationships, ensures compliance with occupational health and safety (OHS) standards through regular safety talks and inspections, and promotes the organisation’s values, culture, and leadership principles across all operational areas.

Key Responsibilities 1. Service Delivery Champion

• Oversee order processing operations and ensure SLAs are consistently achieved with a focus on OTIF (On Time In Full) delivery.
• Monitor performance metrics and implement corrective actions where necessary.

2. Quality Assurer

• Ensure the accuracy of order processing and aftersales data.
• Manage and resolve order queries efficiently.
• Drive quality improvement and error-reduction initiatives.

3. Efficiency Driver

• Identify and implement process optimisation and automation opportunities.
• Streamline workflows to reduce manual intervention and improve turnaround time.

4. Cost Controller

• Monitor daily performance statistics to ensure optimal team productivity.
• Control and analyse cost per order line to meet operational budget targets.

5. People Leader

• Lead, coach, and develop Sales Floor Supervisors and team members.
• Conduct weekly performance reviews and encourage accountability and growth.

6. Skills Developer

• Facilitate skills training and ensure adherence to SOPs.
• Foster a culture of learning, engagement, and motivation within the team.

7. Collaborator

• Work closely with the Warehouse Manager and other departments to ensure synchronised order flow and dispatch timelines.
• Maintain strong working relationships across internal and external stakeholders.

8. Stakeholder Engagement

• Collaborate with senior leadership to review and enhance operational policies.
• Promote the company’s values, culture, and leadership principles in all interactions.

9. Safety and Compliance Officer

• Ensure full compliance with OHS standards.
• Conduct safety inspections, toolbox talks, and ensure all incidents are reported and addressed.

10. Continuous Improver

• Document, standardise, and continuously improve operational processes.
• Keep updated with best practices, technology, and industry standards.

11. Cultural Ambassador

• Champion a values-driven and performance-oriented work culture.
• Promote teamwork, accountability, and service excellence.

About You – Core Competencies and Behaviours

• Detail-Oriented: Meticulous in reviewing data and correcting errors; ensures accuracy and organisation in all outputs.
• Meeting Timescales: Target-focused, punctual, and reliable in meeting deadlines.
• Resilience: Demonstrates determination and persistence in overcoming obstacles and achieving results.
• Teamwork: Works collaboratively with others, values input, and supports team decisions.
• Directing People: Effectively leads and coordinates team activities to achieve objectives.
• Upholding Standards: Acts with integrity, maintains confidentiality, and demonstrates ethical behaviour.
• Managing Tasks: Efficiently plans, prioritises, and manages multiple activities concurrently.
• Adopting Practical Approaches: Applies practical, hands-on problem-solving and demonstrates accountability.
• Giving and Receiving Feedback: Welcomes constructive feedback and uses it to improve performance.
• Change Leadership: Adapts effectively to change, remains flexible, and leads others through transition.

Qualifications, Experience, and Requirements

Qualifications:

• Tertiary qualification in Business Management or equivalent.
• Additional exposure or certification in Supply Chain, Logistics, Call Centre, or Retail Management advantageous.

Experience:

• Minimum of 5 years’ management experience in call centre, supply chain, shipping operations, and/or logistics environments (preferably FMCG, retail, or direct selling).
• Minimum of 3 years in a Key Account Management or Retail Operations role.
• Proven ability to manage, motivate, and develop teams in a high-volume operational environment.

Skills and Attributes:

• Strong prioritisation, time management, and project management skills.
• Excellent verbal and written communication abilities with the capacity to present complex information clearly.
• Customer service oriented with a proactive and solution-driven approach.
• Skilled in conflict resolution and practical problem-solving.
• Analytical and data-literate; able to interpret and report on operational metrics.
• Able to perform under pressure in a fast-paced setting.
• Computer literate (MS Office – Word, Excel, PowerPoint) and experienced in using operational reporting systems.

Performance Indicators (KPI Focus Areas)

• Order accuracy and turnaround time
• OTIF delivery performance
• Cost per order line
• Error rate reduction and data accuracy
• SLA compliance and customer satisfaction
• Team engagement and performance metrics
• Safety compliance and audit results
• Process efficiency improvements

Reports To:

Senior Operations Manager / Head of Operations

Direct Reports:

Sales Floor Supervisors and Sales Floor Team Members

Location:

On-site (with limited travel as required)