Careers at Symbos

Contact Centre Manager

About the company

At RCL Services, a subsidiary of Recoveriescorp, we believe in more than just business outcomes – we believe in helping communities build financially sustainable futures. With over 30 years of experience in the contact centre, customer service and credit management space, and a presence in Australia, New Zealand, South Africa, Philippines and Fiji, we’re proud of our inclusive culture and the real impact our team delivers every day.

We are now looking for an experienced and passionate Contact Centre Manager to join our Operations Department in Fiji.

About the Role
We are seeking an experienced Contact Centre Manager to lead operational performance, build strong client relationships, and drive business growth within our Fiji operations. This role is pivotal in managing day-to-day contact centre activities, meeting and exceeding Client SLAs, and delivering revenue and profitability targets. The ideal candidate will have strong leadership skills, commercial acumen, and a strategic mindset to continuously improve processes and team performance.

Key responsibilities:
• Lead the operational team and develop tactical plans to meet financial targets including revenue and profitability.
• Drive a high-performance culture and champion change initiatives across the Contact Centre.
• Ensure compliance with QMS, ISMS, OHS, and standards such as ISO 9001, 27001, 45001, IRAP, and PCI DSS.
• Build and maintain strong client relationships; act as primary operational contact and manage client communications, meetings, audits, and reporting.
• Document and implement client-requested procedural changes.
• Collaborate with internal and external stakeholders to deliver high-quality reports exceeding client expectations.
• Continuously improve KPIs, customer experience, collection campaigns, and resourcing strategies to maximize productivity and outcomes.
• Provide coaching, feedback, and mentoring through regular one-on-one sessions to support team development.
• Work with other managers to align with the ‘One Business, One Model’ approach and ensure effective cross-unit collaboration.
• Foster a culture of continuous improvement and lead by example in upholding WECARE values: integrity, collaboration, accountability, respect, and excellence.
• Mentor People Leads and high-potential staff to build leadership capability.
• Promote accountability, engagement, recognition, and retention through strong talent management, succession planning, and career development.
• Design and implement operational processes aligned with best practices and oversee change management for smooth transitions.
• Ensure compliance with policies, regulations, and client requirements, collaborating with HR, Quality, Risk, and Learning & Development teams.
• Champion a safe, ethical, and continuously improving work environment.

To be successful in this role, you will require:
• Bachelor’s degree in Business Administration, Operations Management, Management, or related field preferred.
• Extensive experience may substitute for formal education.
• Minimum 1 year experience as an Operations or Contact Centre Manager within a BPO setting.
• Proven leadership in customer service or BPO environments.
• Experience with NPS or similar customer satisfaction metrics.
• Track record of building high-performing teams and driving business results.
• Successful client relationship management with a focus on retention and satisfaction.

At RCL Services, we’re committed to building an inclusive workforce. We welcome applications from people of all backgrounds, including those from culturally diverse communities, people with disabilities, and individuals within the LGBTQI+ community.
If you’re ready to make an impact and take the next step in your career – we want to hear from you. Apply Now!