The Opportunity:
We are recruiting an experienced Operations Manager to lead a busy outbound contact centre in Glebe, Sydney during an exciting period of growth.
The organisation has been operating for more than 15 years, delivering outbound fundraising campaigns for well-known Australian and International charities and not-for-profits.
With several new partnerships coming on board, the contact centre is expected to grow from approximately 50 to 80 fundraisers.
This is a hands-on leadership role for someone who enjoys being close to their people and can balance culture, performance and commercial outcomes.
About the Role:
Reporting to the General Manager, you'll oversee the day-to-day contact centre operation, supported by managers, team leaders and dedicated coaching, data and client services teams.
With multiple campaigns running at any one time, you'll ensure teams are effectively resourced, performance stays on track and operational decisions are driven by data.
Leading the day-to-day performance of the outbound contact centre
Coaching and developing managers and team leaders
Managing workforce planning and campaign allocation
Monitoring productivity, conversion, quality and revenue targets
Using data and reporting to drive operational decisions
Identifying performance gaps and implementing improvements
Supporting recruitment, onboarding and team growth
Driving a positive, accountable and high-performing culture
About You:
We're looking for someone with strong contact centre leadership experience, ideally within outbound sales, fundraising, retention, acquisition or another target-driven environment.




Fundraising experience would be advantageous but isn't essential.
More key is your ability to lead a diverse team, understand performance drivers and get involved when needed.
You'll bring:
Previous contact centre management experience
Experience leading managers, team leaders and frontline teams
Exposure to outbound sales or KPI-driven environments
A practical, hands-on leadership style
Strong coaching and people-development skills
Confidence interpreting operational data and reporting
Experience with CRM and dialler platforms
Strong planning and commercial awareness
The ability to manage multiple priorities in a fast-moving environment
The Environment:
This is not a traditional corporate contact centre.
The team is diverse, energetic and full of personality, with hands-on senior leaders and long-standing client relationships.
There is plenty happening at once, so you'll need to be adaptable, comfortable making decisions and ready to get involved.
You'll also have the opportunity to bring fresh ideas and take real ownership of the operation as it grows.
What's on Offer:
$110-$125K + Super (depending on experience)
Sydney-based role in Glebe
Lead a growing outbound contact centre
Genuine operational ownership and autonomy
Established leadership and specialist support teams
Work supporting well-known charitable causes
Some flexibility to work from home
If you're an experienced contact centre leader who enjoys developing people, driving performance and being genuinely involved in the operation, we'd love to hear from you.
For any specific questions please contact Stephanie on ******

📌 Contact Centre - Operations Manager (New South Wales)
🏢 Smaart Recruitment
📍 New South Wales