Operations Manager - Charity Fundraising Call Centre
We're looking for an experienced Operations Manager to lead the day-to-day performance of our Sydney-based Call Centre Operations team.
As a specialist outbound fundraising call centre, we have a team of ***** passionate fundraisers, with plans to increase our capacity over the coming months.
You'll work closely with our Coaching and Development, Data, and Client Services teams to ensure campaigns are well planned, properly resourced, and performing at or above target.
This role suits someone who combines strong people leadership with commercial and analytical judgement - someone who can look at what's happening across the operation, diagnose the underlying causes, and take practical action to improve performance.
You'll balance fundraiser performance, campaign conversion, contact rates, data flow, and staffing to deliver great outcomes for our charity partners while keeping the operation efficient and profitable.
Key responsibilities
Lead the day-to-day operations of our charity fundraising call centre
Manage, support, and develop fundraisers, team leaders, and operational staff
Drive campaign performance across key productivity, conversion, and revenue metrics
Analyse daily and weekly performance to identify opportunities or issues requiring action
Partner with the Coaching and Development team to identify capability gaps and improve individual and team performance
Plan teams and resources based on campaign requirements, available data, and contact targets




Manage campaign lists and data flow to maximise efficiency and conversion
Monitor lead performance and identify underperforming data sources
Ensure fundraisers have regular visibility of their individual and campaign results
Identify operational bottlenecks and implement practical solutions
About you
Previous experience managing a call or contact centre
Strong people-management and leadership skills
Experience managing performance and having difficult conversations when required
A solid understanding of call-centre performance metrics and how they interact
The ability to analyse results and turn numbers into practical operational decisions
Strong planning and organisational skills
The ability to manage multiple campaigns and competing priorities
A commercially minded approach to productivity, efficiency, and profitability
Confidence working with dialling platforms, CRM systems, and reporting tools
Solid communication skills and the ability to work effectively across departments
About us
GiveTel is a leading Australian charity fundraising agency, partnering with some of the country's most respected not-for-profit organisations to help them engage supporters and grow their fundraising income.
We're performance-focused, but we know great fundraising results come from great people and a strong culture.
We invest in our fundraisers, value high-quality supporter conversations, and are committed to delivering outstanding results for our charity partners - making every call count.
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📌 Operations Manager - Charity Fundraising Call Centre (New South Wales)
🏢 Givetel
📍 New South Wales