Contact Centre Manager

We’re looking for an experienced Operations Manager to lead a large, fast-paced team in NSW. This senior role is responsible for workflow management, client service delivery, and driving overall operational performance.

Key Duties:

• Lead and mentor a high-performing team (35+ staff) across work order management, scheduling, and service delivery

• Ensure contractual KPIs are achieved while maintaining profitability and efficiency

• Drive customer excellence by managing escalations, onboarding new accounts, and ensuring exceptional client communication

• Oversee day-to-day operations, including workflow allocation, aged work orders, and compliance

• Collaborate with leadership on continuous improvement, process change, and strategic initiatives

• Uphold safety, quality, and compliance standards, fostering a culture of excellence and Zero Harm

Must Have:

• 5+ years in a similar role managing a complex Customer Contact Centre or Operations Centre

• Experience with contact centre technology platforms, including multi-channel, automation, and robotics

• Strong understanding of quality, compliance, and customer experience frameworks

• Solid knowledge of workforce planning practices (forecasting, rostering, reporting, real-time analysis)

• Proven people leadership skills in a fast-paced, high-performing culture

• Strong influencing and stakeholder management ability

• Advanced skills in Excel, Outlook, PowerPoint, and Word
  

Suitable candidates will be contacted to discuss the role in more detail.