Are you an experienced Call Centre Manager who thrives on building high-performing teams, driving results through data, and creating an exceptional employee experience? We're partnering with a fast-growing national organisation seeking a commercially minded leader to take ownership of its sales contact centre operation during an exciting period of growth. This is more than a traditional management role. You'll have the opportunity to shape strategy, influence processes, optimise performance, and play a key role in scaling the operation over the coming years.
The Opportunity
Leading an established outbound sales contact centre, you'll be responsible for driving performance, improving efficiencies, and creating the framework for future growth. With strong executive support and a genuine appetite for innovation, you'll have the autonomy to review current systems, challenge existing processes, and implement new ideas that improve outcomes for both customers and employees.
Leading, coaching and developing a team of outbound sales consultants
Assist with workforce planning/forecasting
Monitoring and improving dialler performance and contact strategies
Analysing performance data and conversion metrics to drive decision-making
Reviewing and enhancing operational processes and technology
Developing training, onboarding and coaching frameworks
Building a high-performance culture focused on engagement and accountability
Partnering with senior leadership to support growth initiatives
Attending stakeholder meetings and presenting operational insights to clients
About You
We're looking for a confident and proactive leader who enjoys taking ownership and making things happen.
Previous experience managing a contact centre in an outbound sales setting
Strong workforce planning and forecasting capability
Experience using dialler platforms and contact centre technology
A data-driven approach to decision making
Proven coaching and leadership experience
Excellent communication and stakeholder management skills
The confidence to identify opportunities and implement change
A hands-on leadership style and strong commercial acumen
Experience within fundraising, membership, subscriptions, telecommunications, insurance, utilities, or other high-volume outbound sales environments will be highly regarded.
What's On Offer
Salary of up to $140,000 + Super
Flexible and hybrid working arrangements
Melbourne CBD office with 2 days WFH (work-from-home)
Genuine autonomy to influence and improve the operation
Strong career progression opportunities
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