As Contact Centre Manager, you will lead a team of experienced Team Leaders to deliver exceptional customer service and sustained operational performance across a collections portfolio. It is a role where your leadership is genuinely felt – in the confidence of your Team Leaders, the experience of every customer, and the results your account delivers. If you enjoy developing people, optimising performance and planning ahead, this role is your calling.

What You’ll Be Doing;

- Lead and Develop: Coach and grow your Team Leaders so they feel supported and equipped to lift consultant performance, achieve KPIs and deliver quality customer outcomes across the collections team
- Client Partner: Build a trusted partnership with the client as their primary operational contact, managing day-to-day requirements, leading meetings and audits, and delivering accurate, timely reporting.
- Operational Performance: Keep a close eye on workflow and performance across the account, using sound commercial judgement to maximise efficiency, uphold quality, lift collections outcomes and meet agreed service levels.
- Strategic Planning: Partner with colleagues across the business on resource planning, align operational delivery with broader business objectives, and contribute to forecasting, budgeting and reporting.
- Quality and Compliance: Give your team the clarity and confidence to meet internal processes, client requirements and regulatory obligations consistently.
- Continuous Improvement: Spot and implement opportunities to improve outcomes through better systems, dialling strategies and campaign design – without adding unnecessary complexity for your team.

What You'll Bring;

You bring real experience leading contact centre operations, ideally within a collections environment, a good head for the numbers behind performance, and the steadiness to keep your team on track when things get busy.

- Experience leading contact centre operations,



including leading other leaders
- Experience gained within a collections setting, or leading teams against comparable performance targets
- Genuine strength in building stakeholder relationships and communicating with clients
- A proven ability to manage workflow, resourcing and performance in a busy, KPI-driven environment
- Confidence with operational reporting, analysis and forecasting
- Experience working in BPO/fast pace contact centre environment

The Mindset You’ll Bring;

- Considered Leader: You lead with a steady, hands-on approach and bring clarity rather than complexity.
- Accountable Operator: You do what you say you will, and your team knows they can count on you.
- Credible Communicator: You are open and consistent, turning complexity into clear direction people can act on.
- People First: You take real pride in seeing your team grow and in the outcomes you deliver together for customers and clients.

What’s in it for you;

Working at Symbos, you will have access to employee discounts, income protection insurance, 24/7 EAP support, discounted health insurance + health and wellness initiatives, an annual unplugged day to support your wellbeing and cultural holiday swap to celebrate the days that mean the most to you.

To ensure your development you will have access to learning & development programs. You may also have the opportunity to progress your career into support and leadership roles or other roles across the organisation that suit your desired career path.

Apply today or reach out to [email protected] for more information.





We are a Circle Back Initiative Employer – we commit to respond to every applicant.

About Symbos;

Symbos is a growing, people-powered outsourcing services group with over 30 years of cross-industry experience, partnering with more than 250 clients across enterprise, government, and emerging sectors. Our team of 2,000+ professionals operate across Australia, New Zealand, Fiji, the Philippines, and South Africa, delivering meaningful outcomes across customer experience, managed services, and operational transformation.

We operate with a unique ‘Glocal’ delivery model, locally led, regionally integrated, ensuring clients benefit from both strong in-market accountability and smart delivery models across regions. With a track record of long-term partnerships, award-winning performance, and a culture built on agility and collaboration, Symbos is a place where great people come to do their best work.

We engage a workforce that represents the diverse communities and customers we support. That’s why we are committed to ensuring everyone is treated fairly, with respect and provided with inclusive and equal employment opportunities. We encourage applications from people of all ages, nationalities, abilities and cultures including First Nations People; people from culturally diverse backgrounds; people with disabilities and all members of the LGBTQIA+ community. If you’re passionate about shaping the future of service delivery and want to be part of a team that values performance, innovation, and trust, Symbos offers the platform to thrive. We are committed to building a diverse and inclusive workforce and encourage applications from people of all ages, nationalities, abilities and cultures, including Aboriginal and Torres Strait Islander peoples, people from culturally diverse backgrounds, people with disabilities and members of the LGBTQIA+ community.

📌 Contact Centre Manager (Melbourne)
🏢 Symbos
📍 Melbourne