Contact Centre & Call Centre Professionals

1 hour, 51 minutes ago
Full-time
Senior
Customer and Technical Support
Hire Resolve US

Hire Resolve US

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Internet Software & Services

Description

  • Lead and optimise day-to-day contact centre operations across voice, email, chat, and digital channels.
  • Manage team leaders and supervisors through coaching, KPI tracking, and structured performance scorecards.
  • Improve customer experience outcomes such as CSAT, NPS, and first contact resolution while balancing efficiency and service levels.
  • Partner with workforce management teams on forecasting, scheduling, real-time adherence, occupancy, and capacity planning.
  • Implement quality assurance frameworks, calibration routines, root-cause analysis, and continuous improvement initiatives.
  • Oversee onboarding, training, and knowledge management to ensure consistent service standards.
  • Produce and present performance reporting on AHT, ASA, abandonment, conversion, complaints, and attrition, with action plans.
  • Support adoption of contact centre technologies including CRM, CCaaS/telephony platforms, diallers, QA tools, and analytics or BI systems.
  • Ensure customer handling and data practices align with governance and privacy requirements.
  • Maintain a safe working environment in line with WHS expectations, policies, and site procedures.

Requirements

  • Certificate IV, diploma, or bachelor’s degree preferred in Business, Management, Communications, Analytics, or a related field.
  • Equivalent experience may be considered for strong candidates.
  • Typically 6–12+ years of experience in call centre or contact centre environments.
  • 3–6+ years of leadership or specialist ownership experience in roles such as Team Leader, Contact Centre Manager, Operations Manager, WFM/QA/Training Manager, or Senior Manager.
  • Proven people leadership, coaching, performance management, and change delivery experience.
  • Experience managing KPI-led operations and continuous improvement initiatives; Lean or Six Sigma exposure is beneficial.
  • Strong understanding of workforce management fundamentals, including forecasting, scheduling, real-time management, and adherence.
  • Experience in quality assurance, training design, escalations or complaints management, and customer experience improvement.
  • Strong stakeholder management skills across Operations, IT, Compliance, Sales, and HR.
  • Experience with CRM/case management platforms, CCaaS or telephony platforms, diallers, WFM tools, QA platforms, Excel or Google Sheets, and BI tools.
  • Must have, or be able to obtain, the right to work in Australia.

Benefits

  • Extra superannuation or pension plan.
  • Unpaid extended leave.
  • Training and development opportunities.

Interested in this position?

Apply directly on the company website

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