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Open nowPosted 278 days ago

Contact Centre & Call Centre Professionals

Workable (global search)108,016 open roles

Where
Australia
Work mode
Remote
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Your applicationOpen nowContact Centre & Call Centre ProfessionalsWorkable (global search) · Australia

  1. YouYes, apply to this one.

  2. CV RocketCV written for this posting.

  3. 25 readersRecruiter, hiring manager, skeptic. Round after round.

  4. CV RocketApplied on Workable (global search)'s own form.

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The clock on this job

Early applications get read.

7.9% of postings close within 7 days. Measured by our own scanner across the market. Workable (global search) postings stay open a median of 7 days.

Share of postings closed within
  1. 1.6%1 day
  2. 3.6%3 days
  3. 7.9%7 days
  4. 14.9%14 days
  5. 34.0%30 days
This job: posted 278 days ago

Workable (global search) median: 7 days open

The posting

Hire Resolve is assisting call centre and contact centre organisations in hiring experienced call centre professionals for multiple mid–senior opportunities across customer operations, service delivery, sales performance, and contact centre leadership. This is a multi-role opportunity spanning operations management, team leadership, quality assurance, training, workforce management (WFM), customer experience (CX), and performance optimisation—with clear progression toward senior leadership roles (Senior Manager, Head of Contact Centre, and Director-level positions).

Key Responsibilities

  • Lead and optimise day-to-day contact centre operations across voice, email, chat, and digital channels
  • Manage team leaders/supervisors and drive performance through coaching, KPIs, and structured scorecards
  • Improve customer experience outcomes (CSAT, NPS, first contact resolution) while balancing efficiency, cost-to-serve, and service levels
  • Partner with WFM to manage forecasting, scheduling, real-time adherence, occupancy, and capacity planning
  • Implement QA frameworks, calibration routines, root-cause analysis, and continuous improvement initiatives
  • Oversee onboarding, training, and knowledge management to maintain consistent service standards
  • Produce and present performance reporting (AHT, ASA, abandonment, conversion, complaints, attrition) with actionable improvement plans
  • Support contact centre technology adoption (CRM, CCaaS/telephony platforms, diallers, QA tools, analytics/BI)
  • Ensure customer handling and data practices align with internal governance and applicable privacy requirements
  • Maintain a safe working environment aligned with WHS expectations, policies, and site procedures

Requirements

  • Education/qualifications: Certificate IV, diploma, or bachelor’s degree preferred (Business, Management, Communications, Analytics, or related). Equivalent experience considered for strong profiles
  • Experience: Typically 6–12+ years in call centre/contact centre environments, including 3–6+ years in leadership or specialist ownership (Team Leader, Contact Centre Manager, Operations Manager, WFM/QA/Training Manager, Senior Manager)
  • Core capabilities:
  • People leadership, coaching, performance management, and change delivery
  • KPI-led operations management and continuous improvement (Lean/Six Sigma exposure beneficial)
  • WFM fundamentals (forecasting, scheduling, real-time management, adherence)
  • Quality assurance, training design, escalations/complaints management, and CX improvement
  • Strong stakeholder management across Operations, IT, Compliance, Sales, and HR
  • Systems/tools (varies by role): CRM/case management platforms (e.g., Salesforce, Zendesk, ServiceNow), CCaaS/telephony platforms, diallers, WFM tools, QA platforms, and reporting (Excel/Google Sheets; BI tools)
  • Work rights: Candidates must have (or be able to obtain) the right to work in Australia

Benefits

  • Extra Superannuation - Pension plan
  • Unpaid Extended Leave
  • Training & Development
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