Operations Manager — Charity Fundraising Call Centre

Who We Are

GiveTel is a leading Australian charity fundraising agency, partnering with some of the country's most respected not-for-profit organisations to help them engage supporters and grow their fundraising income.

We're performance-focused, but we know great fundraising results come from excellent people and a strong culture. We invest in our fundraisers, value high-quality supporter conversations, and are committed to delivering outstanding results for our charity partners — making every call count.

About the Role

We're looking for an experienced Operations Manager to lead the day-to-day performance of our Sydney-based Call Centre Operations team. You'll work closely with our Coaching and Development, Data, and Client Services teams to ensure campaigns are well planned, properly resourced, and performing at or above target.

This role suits someone who combines strong people leadership with commercial and analytical judgement — someone who can look at what's happening across the operation, diagnose the underlying causes, and take practical action to improve performance.

You'll balance fundraiser performance, campaign conversion, contact rates, data flow, and staffing to deliver great outcomes for our charity partners while keeping the operation efficient and profitable.

Key Responsibilities

- Lead the day-to-day operations of our charity fundraising call centre
- Manage, support, and develop fundraisers, team leaders, and operational staff
- Drive campaign performance across key productivity, conversion, and revenue metrics
- Analyse daily and weekly performance to identify opportunities or issues requiring action
- Partner with the Coaching and Development team to identify capability gaps and improve individual and team performance
- Plan teams and resources based on campaign requirements, available data, and contact targets
- Manage campaign lists and data flow to maximise efficiency and conversion




- Monitor lead performance and identify underperforming data sources
- Ensure fundraisers have regular visibility of their individual and campaign results
- Identify operational bottlenecks and implement practical solutions
- Manage performance issues appropriately, including performance reviews and formal performance management where required
- Ensure staff understand and correctly use our systems, processes, and technology
- Liaise with Data and Client Services teams on campaign performance and operational requirements
- Support troubleshooting of operational and system issues, escalating technical problems where required
- Produce and contribute to regular campaign and operational performance reporting
- Maintain high standards of compliance, call quality, and supporter experience
- Continuously look for ways to make the operation more efficient, productive, and profitable
- Lead by example, representing GiveTel's values, standards, and policies at all times

About You

You're comfortable managing people while also getting into the numbers behind performance. Ideally, you'll bring:

- Previous experience managing a call or contact centre
- Strong people-management and leadership skills
- Experience managing performance and having difficult conversations when required
- A solid understanding of call-centre performance metrics and how they interact
- The ability to analyse results and turn numbers into practical operational decisions
- Strong planning and organisational skills
- The ability to manage multiple campaigns and competing priorities




- A commercially minded approach to productivity, efficiency, and profitability
- Confidence working with dialling platforms, CRM systems, and reporting tools
- Strong communication skills and the ability to work effectively across departments
- A proactive approach — you spot problems and start working on solutions rather than waiting to be told
- High attention to detail and personal accountability

Experience in charity fundraising or tele-fundraising is highly regarded but not essential. A strong Operations Manager from a sales, contact-centre, or other performance-driven environment could be an excellent fit. Most importantly, we're looking for someone who can lead people, understand performance, and take ownership of results.

Why Join GiveTel

- Real ownership, real impact — you'll shape how our operation runs day to day, and see the direct line between your decisions and the results delivered for some of Australia's most respected charities.
- Work that matters — every call your team makes helps fund causes that change lives. Few operations roles let you point to that kind of outcome.
- A culture built around people, not just numbers — we invest in our fundraisers and back our leaders, because we know sustainable performance comes from strong teams, not downward pressure.
- Room to grow — join us at a genuine inflection point and help build the next stage of the operation, with the scope to grow your own role as we scale.
- A team that backs you — you won't be operating in isolation; you'll have Coaching and Development, Data, and Client Services working alongside you to help you succeed.

If you want a role where your leadership visibly moves the needle — for your team and for the charities we serve — we'd love to hear from you.

To apply: Submit your resume and a brief cover letter outlining your experience leading a performance-driven team and improving operational results.

📌 Charity Fundraising - Call Centre Operations Manager (Sydney)
🏢 Givetel
📍 Sydney