Job Description

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.

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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.

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Key responsibilities

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

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

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

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

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

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



and closing the loop through continuous feedback and targeted coaching

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

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

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

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

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About you

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

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

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Strong understanding of Quality, Compliance and Customer Experience frameworks

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

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Strong people management skills from a rapid paced, high performing culture

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Strong leadership, influencing and stakeholder management skills

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Demonstrated experience in driving change initiatives and deliver agreed outcomes

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

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

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Advanced Excel, Outlook, PowerPoint, and Word skills

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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