About Us

Revolution Software Services is a highly regarded and professional software development & implementation business that has developed a unique methodology and approach to customer facing systems for the Automotive, Marine and Motorcycle Retail markets both in Australia and New Zealand.

Experience our inclusive and supportive company culture that recognises its people's hard work and success.

Located at Revolution Head Office at Sydney Olympic Park, we offer free parking to all our staff.

What you’ll contribute to:

We are seeking an experienced IT Contact Centre Manager to lead the day-to-day operations of our contact centre and drive exceptional customer outcomes. In this key leadership role, you will be responsible for the end-to-end performance of the function, ensuring high-quality customer experiences, efficient service delivery and solid people leadership.

You will play a pivotal role in balancing operational excellence with continuous improvement, leading and developing teams, optimising workforce performance, and driving initiatives that enhance service quality, efficiency and customer satisfaction. This is an exciting opportunity for a results-driven leader who is passionate about building high-performing teams and delivering outstanding customer experiences in a dynamic IT environment.

This is a Max term position for 2 years with possibility of extension based at our Sydney Olympic Park office open only to Australian Citizens or Permanent Residents.

How you’ll make an impact

- Lead day-to-day contact centre operations, ensuring service levels, response times, quality standards and productivity targets are consistently achieved across all customer channels.
- Drive an exceptional customer experience by embedding a customer-first culture, overseeing quality assurance frameworks, coaching programs and continuous service improvements.
- Inspire, coach and develop Team Leaders and frontline leaders,



fostering a high-performance culture focused on accountability, engagement, capability development and wellbeing.
- Manage workforce planning, rostering, operational budgets and productivity outcomes to optimise resources while maintaining service excellence.
- Use data, customer insights and performance reporting to identify trends, mitigate risks and implement process improvements that enhance efficiency and customer outcomes.
- Build strong relationships with internal stakeholders, provide operational insights to senior leaders, and lead change initiatives, including process enhancements, technology upgrades and service transformation programs.

What are we looking for?

- Demonstrated experience managing a medium to large contact centre or customer service operation.
- Proven ability to lead, coach and develop leaders, creating high-performing and engaged teams.
- Strong analytical skills with experience using data, reporting and KPIs to drive operational performance and decision-making.
- Experience in workforce planning, rostering and managing real-time operational performance.
- Excellent stakeholder engagement, communication and influencing skills, with the ability to build strong relationships across all levels of an organisation.
- Exposure to business transformation, change management or continuous improvement initiatives.
- Knowledge of contact centre technologies, workforce management systems and quality assurance frameworks.

Life at Revolution & What we offer you At Revolution, anything is possible, and we believe in our people to make it happen. We’re proud of every single one of them and give the recognition and reward they deserve. From comprehensive remuneration package to flexible working conditions, we invest in our people to make their career as great as it can be.

Apply today!

You’re welcome to find out more by visiting our website: https://www.rev.com.au/

We are an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

📌 IT Contact Centre Manager (Sydney Olympic Park)
🏢 Revolution Software Services
📍 Sydney Olympic Park