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 setting 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 strong 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