Job Description
Description
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Hire Resolve is assisting call centre and contact centre organisations in hiring experienced call centre professionals
for multiple mid–senior opportunities across customer operations, service delivery, sales performance, and contact centre leadership. This is a
multi-role opportunity
spanning operations management, team leadership, quality assurance, training, workforce management (WFM), customer experience (CX), and performance optimisation—with clear progression toward
senior leadership roles
(Senior Manager, Head of Contact Centre, and Director-level positions).
Key Responsibilities n
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Lead and optimise day-to-day contact centre operations across voice, email, chat, and digital channels
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Manage team leaders/supervisors and drive performance through coaching, KPIs, and structured scorecards
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Improve customer experience outcomes (CSAT, NPS, first contact resolution) while balancing efficiency, cost-to-serve, and service levels
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Partner with WFM to manage forecasting, scheduling, real-time adherence, occupancy, and capacity planning
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Implement QA frameworks, calibration routines, root-cause analysis, and continuous improvement initiatives
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Oversee onboarding, training, and knowledge management to maintain consistent service standards
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Produce and present performance reporting (AHT, ASA, abandonment, conversion, complaints, attrition) with actionable improvement plans
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Support contact centre technology adoption (CRM, CCaaS/telephony platforms, diallers, QA tools, analytics/BI)
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Ensure customer handling and data practices align with internal governance and applicable privacy requirements
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Maintain a safe working environment aligned with
WHS
expectations, policies, and site procedures
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Requirements
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Education/qualifications:
Certificate IV, diploma, or bachelor's degree preferred (Business, Management, Communications, Analytics, or related). Equivalent experience considered for solid profiles
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Experience:
Typically
6–12+ years
in call centre/contact centre environments, including
3–6+ years
in leadership or specialist ownership (Team Leader, Contact Centre Manager, Operations Manager, WFM/QA/Training Manager, Senior Manager)
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Core capabilities:
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People leadership, coaching, performance management, and change delivery
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KPI-led operations management and continuous improvement (Lean/Six Sigma exposure beneficial)
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WFM fundamentals (forecasting, scheduling, real-time management, adherence)
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Quality assurance, training design, escalations/complaints management, and CX improvement
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Strong stakeholder management across Operations, IT, Compliance, Sales, and HR
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Systems/tools (varies by role):
CRM/case management platforms (e.g., Salesforce, Zendesk, ServiceNow), CCaaS/telephony platforms, diallers, WFM tools, QA platforms, and reporting (Excel/Google Sheets; BI tools)
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Work rights:
Candidates must have (or be able to obtain) the right to work in Australia
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Benefits
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Extra Superannuation - Pension plan
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Unpaid Extended Leave
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Training & Development
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📌 Contact Centre & Call Centre Professionals (New South Wales)
🏢 Hire Resolve.Com
📍 New South Wales