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 environment
- 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
- Supportive and highly engaged leadership team
- A collaborative, values-driven culture
- Regular team events, celebrations and company-wide social activities

This is an chance to join an organisation that genuinely invests in its people, values initiative, and rewards those who make an impact.

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📌 Contact Centre Manager - Sales (Melbourne)
🏢 Smaart Recruitment
📍 Melbourne