PROGRAM HEAD FOR AUSSIE TELCO ACCOUNT

We are looking for an experienced and results-driven Program Head to lead a high-performing team supporting a leading Australian telecommunications account.

Key Responsibilities

• Drive operational performance and client satisfaction across the program

• Lead, coach, and develop Operations Managers and support teams

• Manage KPIs, SLAs, workforce planning, and financial performance

• Analyze metrics and implement action plans to improve customer experience and productivity

• Partner with clients and cross-functional teams to achieve business goals

• Lead employee engagement, retention, and continuous improvement initiatives

Qualifications

• Bachelor’s Degree or equivalent experience

• Strong BPO/contact center operations leadership experience

• Experience handling Australian Telco accounts preferred

• Strong knowledge of contact center metrics (SL, AHT, CSAT, Quality, etc.)

• Proven people management, client management, and problem-solving skills

• Experience in budgeting, forecasting, and business performance management

Join a fast-paced environment where you can lead teams, drive impact, and grow your career.