Job Description
Join to apply for the Contact Centre Operations Lead role at Keegan Adams Recruitment
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Join to apply for the Contact Centre Operations Lead role at Keegan Adams Recruitment
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Keegan Adams Recruitment provided pay range
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This range is provided by Keegan Adams Recruitment. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.
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Base pay range
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A$130,******/yr - A$142,******/yr
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Direct message the job poster from Keegan Adams Recruitment
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Principal Consultant @ Keegan Adams Recruitment: Corporate Services | Sales | Marketing | Operations |
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Sydney | Hybrid | 11-month contract
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We're recruiting on behalf of a global tech business known for its award-winning financial software. The company is committed to helping small businesses succeed and is transforming the way it delivers customer support, with a robust focus on data-led decisions, innovation, and continuous improvement.
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They're looking for a Contact Centre Operations Lead to join the Customer Success team and play a key role in the performance of their outsourced contact centres across APAC.
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About the Role
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You'll work closely with senior stakeholders and BPO partners to ensure service levels are met, budgets are maintained, and the customer experience keeps improving.
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What you'll be doing
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• Monitoring the performance of outsourced support teams and leading weekly business reviews with APAC Customer Success leaders
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• Working closely with BPO vendors to understand what's working, where improvements are needed, and driving change
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• Investigating performance dips using data, leading action plans, and escalating where required
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• Analysing customer experience data to identify pain points and collaborating with internal teams to implement solutions
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• Forecasting and managing support budgets, building business cases for new initiatives and scaling successful ones
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• Maintaining business continuity plans to ensure consistent service through change or disruption




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What we're looking for
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• Experience working with BPO partners
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• Strong analytical skills and confidence working with data and budgets
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• A clear communicator who can influence senior stakeholders
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• Organised, proactive, and naturally solutions-focused
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• Commercially minded with a passion for improving the customer experience
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What you'll need
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• 5+ years in a contact centre operations, performance, or analytics role
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• Direct experience in customer success operations
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• Confidence in storytelling through data and strong written/verbal communication skills
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• A deep understanding of contact centre drivers and operations
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• Experience with reactive support driving revenue outcomes is a bonus
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The Details
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• Location: Sydney-based with hybrid working
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• Extras: Contractor perks include public holidays, a break between Christmas and New Year, and handful of wellbeing days
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Apply now for an immediate interview.
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Seniority level
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Seniority level
Associaten
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Employment type
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Employment type
Contractn
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Job function
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Job function
Management and Trainingn
Industries
Accounting and Technology, Information and Median
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📌 Contact Centre Operations Lead (New South Wales)
🏢 Keegan Adams Recruitment
📍 New South Wales