Operations Manager

  • Location:
    St Leonards, NSW, Australia
  • Area of Interest
    Engineer - Network
  • Job Type
  • Technology Interest
  • Job Id

Operations Manager

What You'll Do:

The Operations Manager oversees contact centre services to assist Cisco’s customers engage Technical Support and resolve enquiries on Cisco’s Certifications programs.

This role will report into the manager of the Global TAC Sourced Support team for Asia Pacific, Japan and China. Focus will be on the Asia Pacific services, which aligns into a ‘follow the sun’ support model in English, in which consistent support processes are provided 24 x 7 from our support centres around the globe.

Who You'll work with:

Collaboration with peers and management across geographies, various Cisco departments and with vendor organisations is required. The ability to work effectively with this dispersed and diverse team is key to being successful in this role.

Direct customer engagement is also required when managing or assisting on escalation support.

The broader Global TAC Sourced Support organisation, in which this role resides, oversees multiple Contact Centres services including:

  • TAC Access - assisting customers to engage Cisco’s Technical Assistance Centre (TAC) for support on their network
  • Software Licensing – helping customers activate Cisco software and understand software license requirement
  • Cisco Frontline - assisting customers, employees and people indirectly associated with Cisco on ‘general enquiries’ across a wide range of support areas varying from connecting callers to a Cisco employee or resolving a Cisco.com access problem
  • Certifications support – assisting customer and employees attain Cisco Certification accreditation and understand the various programs available in this space

This role will have an initial focus on the Certifications support and elements of the TAC Access service. The successful candidate will need to learn about their dedicated services in detail and develop a solid understanding of all the services our team provides. Team members typically move their focus and responsibility between services as they progress in their role.

Responsibilities of the role include:

  • Accountable for the quality of service delivered by Contact Centre agents
  • Vendor management
  • Management of SLA performance for service delivery, including prioritization of focus
  • Lead the operational relationship with Cisco departments involved in the broader service
  • Determine improvement opportunities for operational delivery and service design
  • Participate in and at times lead improvement projects
  • Performance metrics analysis and communication
  • Involvement in forecasting of support volume and associated staffing requirements
  • Tactical escalation support on areas of specialisation and broader level escalation support for the team

Who You Are: 

Skills and Qualities Required:

A passion for working in a customer support environment, understanding our customer’s experiences and improving these

  • A strong sense of ownership on all areas of the role
  • Ability to manage work independently with limited guidance
  • A positive approach to find solutions to issues and drive innovation
  • Strong relationship building skills to effectively collaborate in a variety of team environments
  • Ability to analyse issues, work with data and determine solution options
  • Strong communication skills to simplify complex issues and work across multiple mediums

Highly capable in managing customer escalations

  • Contact centre operations and/or management experience preferential
  • Vendor management experience preferential
  • Experience related to a technical support environment will be favourable
  • Educational Background Recommended:     University Degree

Role specific education, e.g. Process Improvement certification such as DMAIC,to be assessed

Why Cisco:

At Cisco, each person brings their unique talents to work as a team and make a difference. 

 Yes, our technology changes the way the world works, lives, plays and learns, but our edge comes from our people.

  • We connect everything – people, process, data and things – and we use those connections to change our world for the better.
  • We innovate everywhere - From launching a new era of networking that adapts, learns and protects, to building Cisco Services that accelerate businesses and business results. Our technology powers entertainment, retail, healthcare, education and more – from Smart Cities to your everyday devices.
  • We benefit everyone - We do all of this while striving for a culture that empowers every person to be the difference, at work and in our communities.

Colorful hair? Don’t care. Tattoos? Show off your ink. Like polka dots? That’s cool. Pop culture geek? Many of us are. Be you, with us! 


We connect everything - people, process, data and things. We innovate everywhere to create fresh ideas and possibilities. We make a meaningful difference that will benefit everyone - our people, our customers and the world around us.

Our technology changes the way the world works, lives, plays and learns. But our edge doesn't come from technology. It comes from our people. We're looking for the kind of people who take smart risks, thrive in diverse environments, inspire their colleagues, and are committed to having an impact on the world. Whether you create technology solutions that redefine business or build connections that strengthen the community, you can make it happen at Cisco!

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