Job Title: Ops Support Lead – Call Centre (Band amp; Designation – Band 2 AM/DM from Indian Context) Location: Sydney Job Overview:  Looking for a detail-oriented candidate to support call centre operations within facility management services at our client site in Australia.
He/She will have to improve Operational performance by analyzing workflows, identifying improvement opportunities.
Another critical task is to prepare reports, dashboards, and presentations for stakeholders on short notice/priority basis.
 Key Responsibilities  Requirements and Stakeholder Management  Collaborate with call centre managers, facility management teams, IT, and other stakeholders to gather and document business requirements.
 Facilitate workshops and meetings to validate requirements and drive consensus on process changes and priorities.
 Process Analysis and Improvement  Analyze end-to-end call centre processes including service request handling, incident management, escalation procedures, and reporting workflows.
 Identify gaps, inefficiencies, and risks; recommend process improvements to enhance efficiency, accuracy, and customer satisfaction.
 Change and Implementation Support  Support implementation of current systems or enhancements, ensuring alignment with business goals and operational realities.
 Assist with user acceptance testing (UAT), readiness, and rollout; coordinate cutover activities and early-life support as required.
 Documentation and Enablement  Develop and maintain process maps, standard operating procedures, reporting guides, dashboards, and training materials/user guides.
 Maintain a single source of truth for documentation with version control and stakeholder sign-off.




 Performance Monitoring and Reporting  Monitor key performance indicators (KPIs) and provide insights and recommendations to improve call centre performance.
 Prepare timely reports, dashboards, and executive-ready presentations for operational and leadership stakeholders.
 Compliance and Governance  Ensure adherence to client policies, regulatory obligations relevant to facility management and customer service, and service level agreements (SLAs).
 Support audit/assurance requests with accurate process and reporting documentation.
Required Skills and Qualifications  Bachelor's degree in Business Administration, Information Technology, or a related discipline.
 Experience in call centre operations/operations support, preferably within facility management or related service industries.
 Strong knowledge of call centre operations, tools (e.g., CRM systems, ticketing software), and performance metrics.
 Advance Knowledge of MS Office – Excel amp; PPT critical  Proficiency with business analysis and documentation tools such as JIRA, Confluence, and Microsoft Visio (or equivalents),  Excellent communication and stakeholder management skills; able to engage both technical and non-technical audiences.
 Ability to work on-site at the client location in Australia (No WFH).
 Experience working with Australian clients or understanding of local business practices (preferred).
Preferred Qualifications:  Certifications in Ops Mgmt and Reporting.
 Experience in facility management services or related sectors.
 Knowledge of compliance and regulatory standards relevant to Australian facility management and customer service.
Employment Type: Contract / Full-time (based on client requirements)

📌 Support Center Lead (New South Wales)
🏢 Avance Consulting
📍 New South Wales