About Us

At TSA Group, we design and deliver contact centre solutions for some of the world's leading brands. We create experiences that people love, by revolutionising the way they connect with brands. Our work spans multiple industries, including telco, logistics, insurance, automotive, travel, and government. With over 5,000 dedicated professionals across Australia, New Zealand, and the Philippines, we ensure that every interaction is meaningful and impactful.

We have a team of talented technology experts and customer experience consultants that work hand in hand to create this seamless and genuinely enjoyable customer journey. Our technology experts build the tech that enables our clients to deliver great experiences for their customers, and our consultants work to provide a tailored and considered approach to customer service and sales.

Company Description

TSA is an Australian-owned business specializing in helping companies acquire, retain and grow their consumer customer bases. We represent some of the country's largest brands, across eight call centres in Australia and internationally.

We're a purpose driven business and our mission is clear. We endeavor to create experiences that people love, by revolutionizing the way they connect and communicate with brands.

Why work with TSA

Competitive Salary Package + HMO coverage with free dependent + Life Insurance Coverage

Our #TSAWays are what we are all about. Think of them as the vibe!

Join a company that promotes from within – work your way up and across the business

Comprehensive training, with ongoing coaching and development

A vibrant and rewarding recognition program - We love to celebrate our people! 

We are proud of our fun, friendly and supportive team environment

Job Responsibilities

What will your normal day look like:

As a Channel Support Specialist, you will serve as a key support partner to the Channel Manager by coordinating with shared services teams, supporting operational initiatives, and ensuring smooth day-to-day business operations. You will play an important role in driving operational efficiency, resolving issues, maintaining business continuity, and supporting transformation initiatives across the channel.

Key Responsibilities Operations Management

Serve as the Channel Manager's key support and act as a liaison with shared services teams to align priorities, resolve issues, and drive shared outcomes
Partner with shared services teams to support operational alignment on business needs and deliverables
Provide on-the-ground support to the Business Transformation team for project delivery, including planning, coordination, and tracking of initiatives across the channel
Maintain visibility over daily operations to identify risks, remove blockers, and ensure continuity of service
Support frontline leadership by helping manage operational complexities, allowing Operations Managers to focus on performance delivery, client engagement, coaching, and leadership development

Operational Excellence

Monitor and maintain operational systems, tools, and workflows to ensure business continuity
Provide support for reporting, data entry, and operational documentation
Assist in resolving operational issues and escalating complex concerns to appropriate teams
Maintain and update standard operating procedures (SOPs) and process documentation
Track and report operational metrics and performance indicators
Gather and analyze operational insights to support informed decision-making and identify improvement opportunities

People

Support onboarding and training of new team members on operational tools and processes

Qualifications

What you'll do:

Essential

Bachelor's degree in Business Administration, Operations or equivalent experience
2–3 years in leadership operations, channel or administrative support or related function
Strong communication and problem-solving skills
Experience with ticketing systems or CRM tools
Detail-oriented with strong organizational skills

Additional Information

Want to know more Check out our social media pages:

Website: https://tsagroup.com.au/

Instagram: tsa_group_

LinkedIn: https://www.linkedin.com/company/tsa-group-australia/

TSA Group is an equal opportunity employer. We celebrate diversity and are dedicated to creating an inclusive environment for all employees and building a workforce that reflects the diverse communities we serve. We provide equal opportunities to all, regardless of gender identity, ethnicity, disability, sexual orientation, or life stage. Join us and be part of a team that values and respects every individual's unique contributions.

Stay vigilant against fraudulent job offers. We never ask for financial details during our recruitment process and legitimate communication will come from official TSA Group email addresses (e.g. @tsagroup.com.au). Your safety matters. If you receive a suspicious job offer, do not respond and report it to [HIDDEN TEXT].