Contact Centre Manager

Melbourne CBD – Collins Street | Competitive Salary | Birthday Leave | Career Development | Collaborative Culture

Lead a National Team. Drive Operational Excellence. Shape What's Next.

At Modus Projects, we deliver high-quality commercial construction, fit-out, and facilities maintenance services across Australia. Our commitment to quality, efficiency, and customer satisfaction sets us apart as industry leaders. With a strong reputation and national footprint, Modus offers a rewarding place to grow your career.

As our business continues to grow nationally, we're investing in our operations and looking for an exceptional Contact Centre Manager to lead one of our most critical teams.

This is more than an operations role. It's an opportunity to influence strategy, lead a team, improve customer outcomes and help shape the future of our national service delivery.

If you're an experienced leader who thrives on developing people, driving performance and creating continuous improvement, we'd love to hear from you.

Why Join Modus?

We're committed to creating a workplace where our people can do their best work.

When you join Modus, you'll enjoy:

? Genuine career progression with a growing national organisation.

? A supportive leadership team that values collaboration and fresh ideas.

? Birthday Leave to celebrate your special day.

❤️ Employee Assistance Program (EAP) with confidential wellbeing support.

? Wellbeing initiatives that promote a healthy work-life balance.

? Ongoing leadership development, training and career growth.

? The opportunity to influence processes, improve performance and make a real impact.

? Recognition for delivering results and developing high-performing teams.

The Opportunity

As the National Contact Centre Manager, you'll be responsible for leading the day-to-day performance of our Operations Centre, ensuring exceptional customer experiences and operational excellence across our national client portfolio.

You'll coach and develop leaders, optimise workflows,



oversee workforce planning and drive continuous improvement across people, processes and technology. You'll use operational data and insights to improve performance, enhance efficiency and ensure contractual KPIs and service levels are consistently achieved.

Working closely with senior leaders across the business, you'll contribute to strategic initiatives, support current client onboarding and help shape the future direction of our operations. You'll also play a key role in fostering a culture built on collaboration, accountability, innovation and customer excellence.

This is an ideal prospect for someone who enjoys making decisions, influencing outcomes and leading meaningful change in a fast-paced, customer-focused environment.

What You'll Bring

We're looking for a leader who inspires high performance and enjoys building engaged, successful teams.

You'll bring:

- At least 5 years' experience leading a complex Contact Centre or Operations Centre.

- Demonstrated success leading large, high-performing teams in a fast-paced service environment.

- Experience with workforce planning, forecasting, scheduling and operational reporting.

- Knowledge of multi-channel contact centre technologies, automation and continuous improvement practices.

- Strong commercial acumen and the ability to balance customer outcomes with operational performance.

- Exceptional communication, stakeholder management and coaching skills.

- Advanced Microsoft Office skills, particularly Excel, Outlook and PowerPoint.

Experience within Facilities Maintenance or a similar service-based industry will be highly regarded but isn't essential.

Most importantly, you're a collaborative, people-focused leader who enjoys developing others, solving complex challenges and delivering exceptional customer experiences.

Ready to Make Your Mark?

If you're looking for more than just another Manager role—if you're ready to lead a national team, influence strategy and build a career with a business that's growing—we'd love to hear from you.

Apply today and help lead the next chapter of our continued growth.

📌 Contact Centre Manager - Facilities Maintenance (Melbourne)
🏢 Modus Projects
📍 Melbourne