Job Description

Description n
n

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

n
- Lead and optimise day-to-day contact centre operations across voice, email, chat, and digital channels
n
- Manage team leaders/supervisors and drive performance through coaching, KPIs, and structured scorecards
n
- Improve customer experience outcomes (CSAT, NPS, first contact resolution) while balancing efficiency, cost-to-serve, and service levels
n
- Partner with WFM to manage forecasting, scheduling, real-time adherence, occupancy, and capacity planning
n
- Implement QA frameworks, calibration routines, root-cause analysis, and continuous improvement initiatives
n
- Oversee onboarding, training, and knowledge management to maintain consistent service standards
n
- Produce and present performance reporting (AHT, ASA, abandonment, conversion, complaints, attrition) with actionable improvement plans
n
- Support contact centre technology adoption (CRM, CCaaS/telephony platforms, diallers, QA tools, analytics/BI)
n




- Ensure customer handling and data practices align with internal governance and applicable privacy requirements
n
- Maintain a safe working setting aligned with WHS expectations, policies, and site procedures
n

n
Requirements n
n

n
- Education/qualifications: Certificate IV, diploma, or bachelor's degree preferred (Business, Management, Communications, Analytics, or related). Equivalent experience considered for strong profiles
n
- 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)
n
- Core capabilities:
n n
- People leadership, coaching, performance management, and change delivery
n
- KPI-led operations management and continuous improvement (Lean/Six Sigma exposure beneficial)
n
- WFM fundamentals (forecasting, scheduling, real-time management, adherence)
n
- Quality assurance, training design, escalations/complaints management, and CX improvement
n
- Strong stakeholder management across Operations, IT, Compliance, Sales, and HR
n
n
- 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)
n
- Work rights: Candidates must have (or be able to obtain) the right to work in Australia
n

n
Benefits n
n

n
- Extra Superannuation - Pension plan
n
- Unpaid Extended Leave
n
- Training & Development
n

📌 Contact Centre & Call Centre Professionals (New South Wales)
🏢 Hire Resolve.Com
📍 New South Wales