The Contact Centre Manager leads the day-to-day performance, culture and capability of the Helpdesk Team — the initial point of contact for clients, trades and Service Delivery Partners across voice, email, client portals and after-hours channels. The role owns work order management, workforce planning and the customer experience that comes with it: work allocated and scheduled to the right trades, the team forecast and rostered to meet demand across a 24/7 operation, contractual and operational KPIs achieved, safety and escalation protocols followed, and the operation resourced and staffed.

The Contact Centre Manager is responsible for building a high-performing team, maintaining high standards of service delivery, and continuously looking for ways to deliver operational efficiencies and improve Customer Experience.

Key responsibilities

Lead the Contact Centre to ensure all client jobs are logged, scheduled and completed on time and within budget

Own the customer experience across every channel, ensuring contacts are answered promptly, resolved at first contact wherever possible, and handled consistently

Own daily, weekly and monthly Contact Centre performance against service level, quality and productivity targets, intervening early when performance trends off track

Own the forecasting and rostering cycle, translating contact and work order volumes into accurate resourcing requirements across a 24/7 roster

Manage real-time queue management, schedule adherence, shrinkage, breaks and reallocation of resources as demand shifts

Own the quality assurance framework including call and case monitoring, calibration with Team Managers,



and closing the loop through continuous feedback and targeted coaching

Lead by example, fostering a collaborative, high-performing and customer-focused culture that upholds Modus' service standards

Provide leadership, coaching and mentoring, driving accountability and performance through regular feedback and development planning

Own recruitment, induction and training for the Contact Centre, and actively manage attrition, engagement and retention

Prepare and present monthly client and internal reporting exception and KPI reports, operational updates and strategic recommendations

About you

5+ years' experience managing a complex Customer Contact Centre or Operations Centre

Experience with Contact Centre technology platforms including multiple channels, automation and robotics

Strong understanding of Quality, Compliance and Customer Experience frameworks

Strong understanding of Workforce Planning practices (forecasting, rostering, reporting, real time analysis)

Solid people management skills from a fast paced, high performing culture

Strong leadership, influencing and stakeholder management skills

Demonstrated experience in driving change initiatives and deliver agreed outcomes

Highly developed communication and influencing skills, with the ability to adapt communication style to different levels and audience

Able to review data and drive improvements to operational and financial performance

Advanced Excel, Outlook, PowerPoint, and Word skills

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

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📌 Contact Centre Manager (Melbourne)
🏢 Important Business
📍 Melbourne