Job Description
Key Responsibilities
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Lead the day-to-day operations and resourcing of the prospective student contact centre.
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Manage and support two Team Leaders responsible for frontline service delivery.
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Provide leadership to a casual workforce of approximately ***** employees.
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Ensure enquiries received by telephone, email and live chat are answered within agreed service levels.
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Oversee lead follow-up and outbound campaigns designed to improve student conversion.
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Build a customer-focused culture centred on responsive, accurate and high-quality service.
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Establish clear performance metrics, expectations and accountability across the team.
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Monitor and report on operational performance, conversion outcomes and return on investment.
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Identify and implement improvements to workflows, systems, processes and procedures.
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Develop training programs, resources and support materials to strengthen team capability.
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Support the adoption of Salesforce and new ways of working.
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Manage improvement projects within agreed timeframes and budgets.
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Work collaboratively with internal stakeholders and external recruitment partners to achieve targets.
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Approve timesheets and act as the key contact for workforce billing matters.
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Ensure compliance with relevant workplace health and safety and equal employment prospect requirements.
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About you
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You are an experienced contact centre leader who can quickly establish credibility, provide structure and guide a large team through change. To succeed in this role, you will bring:
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Demonstrated experience managing a high-volume contact centre.
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Strong people leadership and operational management capability.
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Experience managing Team Leaders and a sizeable casual or flexible workforce.
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The ability to establish meaningful metrics, performance standards and transparent accountability.
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Experience across both inbound customer service and outbound conversion or follow-up campaigns.
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Proficiency with Salesforce or a comparable CRM platform.
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A commercially minded approach, balanced with a genuine commitment to customer service.
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Strong analytical skills and the ability to use data to identify opportunities and improve performance.
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The confidence to step into a temporary leadership role and make an immediate contribution.
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Experience within Australian higher education or student recruitment will be highly regarded but is not essential.
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You will join a friendly and welcoming university environment with a collaborative, community-focused culture. The role is primarily office-based at a well-connected Sydney campus close to public transport, with some flexibility potentially available.
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If you are an accomplished contact centre manager who enjoys developing teams, strengthening operations and leading through periods of change, we would welcome your application.
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Additional information
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Lead and inspire a agile contact centre based in Sydney
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Shape smarter service and boost student conversions
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Make an immediate impact in a four-month assignment
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#J-*****-Ljbffr

📌 Contact Centre Manager (New South Wales)
🏢 Lotus People
📍 New South Wales