Job Description

Head of Customer Support / Call Centre Manager

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Location: Gold Coast, QLD (Hybrid: Mon-Wed Office | Thu-Fri WFH)

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Contract: 12-Month Fixed Term Contract

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Remuneration: $120,000 p.a. + Super

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Hours & Perks: 35-hour work week | 4 weeks annual leave

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About the Role: Are you a strategic, people-first contact centre leader looking for true autonomy? We are seeking an experienced Head of Customer Support / Call Centre Manager for a 12-month fixed-term contract to shape the future of the customer experience and team operations. Leading a dedicated team of 12-15 support professionals, you will balance high-level operational efficiency with an exceptional, customer-centric culture across phone and email channels.

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Key Responsibilities

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- Team Leadership & Development: Enable, mentor, and coach a team of 12-15 staff, driving performance while continuing the rollout and development of our dedicated Enablement team.
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- Operational Excellence: Actively monitor service levels (SLAs), operational metrics, queue management, and quality assurance to optimize team productivity and customer outcomes.
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- Strategic Collaboration: Work alongside Senior Leadership on operational priorities, workforce planning, recruitment, and cross-functional continuous improvement initiatives.
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- Escalation & Product Alignment:



Provide expert guidance on high-level customer escalations and partner with Product and Engineering teams to resolve core customer-impacting issues.
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- Data-Driven Insights: Utilize operational data, customer insights, and team feedback to identify trends, refine workflows, and enhance the overall service experience.
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What We Are Looking For

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- Proven Experience: Demonstrated background leading high-volume customer support, contact centre, or customer operations teams.
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- Operational Mastery: Robust expertise in queue management, SLA tracking, workforce planning, QA, and operational efficiency metrics.
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- People-Centric Leadership: Passion for coaching, mentoring, and fostering a high-performing, positive team culture where every customer interaction counts.
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- Analytical Mindset: Ability to translate operational data into actionable workflow improvements and enhanced customer satisfaction.
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- Proactive Approach: A solutions-focused, collaborative mindset with excellent stakeholder management skills.
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At Randstad, we are passionate about providing equal employment opportunities and embracing diversity to the benefit of all. We actively encourage applications from any background.

📌 Head of Customer Support (City of Gold Coast)
🏢 Randstad
📍 City of Gold Coast