Contact Centre Manager | National Operations | Melbourne CBD

Lead National Operations. Develop People. Drive Performance. At Modus Projects, we're growing — and we're looking for an experienced Contact Centre Manager to lead our national Operations Centre and play a key role in shaping how we deliver service to clients across Australia.

This is a high-impact leadership role for someone who enjoys developing people, improving performance, using data to drive decisions and turning operational challenges into better outcomes.

You'll lead a large, fast-paced team, work closely with senior leaders and have genuine influence over people, processes, technology and customer experience.

Why Modus?

You'll join a growing national organisation where your leadership can make a visible difference.

You'll enjoy:

? Career progression with a growing national business

? Birthday Leave

❤️ Employee Assistance Program and wellbeing initiatives

? Supportive leadership and a collaborative culture

? Opportunity to influence national operations and continuous improvement

? Recognition for high performance and team development

The Prospect

As Contact Centre Manager, you'll lead the day-to-day performance of our Help Desk Coordinators, ensuring our teams deliver exceptional service while meeting operational, contractual and customer expectations.

You'll be responsible for

- Leading, coaching and developing a high-performing national team
- Setting performance expectations and driving accountability across the operation
- Managing KPIs, SLAs, service levels and operational performance

- Workforce planning, forecasting and resource optimisation
- Using data and reporting to identify trends, solve problems and improve performance
- Improving workflows, systems and processes to increase efficiency





- Driving a strong customer-focused culture across the contact centre
- Partnering with senior leaders on operational strategy and business improvement
- Supporting new client mobilisation and operational change initiatives

- Identifying opportunities to improve technology, automation and ways of working
- Managing escalations and ensuring timely, effective resolution of complex issues

You'll be trusted to make decisions, challenge the status quo and identify practical ways to make the operation smarter, faster and more effective.

What You'll Bring

We're looking for an established contact centre or operations leader who knows how to get the best out of people and performance.

You'll bring

- 5+ years' experience leading a complex Contact Centre or Operations Centre

- Proven experience leading large teams in a high-volume, fast-paced environment
- Strong knowledge of workforce planning, forecasting, scheduling and KPIs
- Experience using data and reporting to drive operational decisions

- A track record of improving processes, systems and customer outcomes
- Strong commercial awareness and the ability to balance service, cost and performance
- Exceptional leadership, coaching and stakeholder management skills

- Strong Microsoft Office capability, particularly Excel, Outlook and PowerPoint
- A practical, solutions-focused approach and the confidence to influence at senior levels

Facilities Management, field services, construction or another service-based environment will be highly regarded — but it's your leadership capability, commercial thinking and operational mindset that matter most.

Ready to Lead What's Next?

If you're an experienced Contact Centre Manager ready to take ownership of a national operation, develop high-performing teams and make a genuine impact, we'd like to hear from you.

Apply now and take the next step with Modus Projects.

📌 Contact Centre Manager - Facilities Maintenance (Melbourne)
🏢 Modus Projects
📍 Melbourne