We're partnering with a global leader in healthcare technology and customer care, renowned for transforming millions of lives through innovative solutions and exceptional customer experiences.

As they continue to invest in their Australian operations, they're looking for an experienced Call Centre Operations Manager to lead the performance and transformation of their outsourced customer contact operations based in Melbourne.

This is an initial 3-month contract with a genuine opportunity to secure a permanent position should the project prove successful.

Location: Melbourne, Australia

Language: Fluent or Native English (Italian is a bonus)

Contract: 3 months with strong potential for permanent employment

What you'll be doing

- Lead outsourced inbound and outbound call centre operations to maximise appointment generation, conversion rates and customer satisfaction.
- Manage supplier relationships, budgets and service performance, ensuring excellent ROI and operational efficiency.
- Drive customer experience improvements by designing and optimising enquiry and complaint management processes.
- Develop and manage SLAs, quality standards and call monitoring frameworks.
- Lead organisational change,



process improvement initiatives and training programmes.
- Work closely with internal stakeholders and external partners to deliver exceptional service across the customer journey.

We're looking for someone with:

- 10+ years' experience managing medium to large-scale call centre operations.
- Strong experience managing outsourced contact centre providers.
- Experience launching or transitioning new customer service sites or operations.
- Proven leadership skills with a track record of developing high-performing teams.
- Strong understanding of contact centre technologies such as Genesys, Five9, Vocalcom, Avaya, Amazon Connect, or similar platforms.
- Experience with outbound sales or appointment generation programmes is highly desirable.
- A data-driven mindset with robust Excel, PowerPoint and business intelligence skills.
- Knowledge of AI tools and a passion for leveraging technology to improve operational performance.
- A strategic thinker who isn't afraid to roll up their sleeves and lead from the front.
- Full rights to live and work in Australia on a long-term basis.

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📌 Contact Center Manager (Melbourne)
🏢 Optimis Tech
📍 Melbourne