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 responsibilitiesLead the Contact Centre to ensure all client jobs are logged, scheduled and completed on time and within budgetOwn the customer experience across every channel, ensuring contacts are answered promptly, resolved at first contact wherever possible, and handled consistentlyOwn daily, weekly and monthly Contact Centre performance against service level, quality and productivity targets, intervening early when performance trends off trackOwn the forecasting and rostering cycle, translating contact and work order volumes into accurate resourcing requirements across a 24/7 rosterManage real-time queue management, schedule adherence, shrinkage, breaks and reallocation of resources as demand shiftsOwn the quality assurance framework including call and case monitoring, calibration with Team Managers, and closing the loop through continuous feedback and targeted coachingLead by example, fostering a collaborative,



high-performing and customer-focused culture that upholds Modus' service standardsProvide leadership, coaching and mentoring, driving accountability and performance through regular feedback and development planningOwn recruitment, induction and training for the Contact Centre, and actively manage attrition, engagement and retentionPrepare and present monthly client and internal reporting exception and KPI reports, operational updates and strategic recommendationsAbout you5+ years' experience managing a complex Customer Contact Centre or Operations CentreExperience with Contact Centre technology platforms including multiple channels, automation and roboticsStrong understanding of Quality, Compliance and Customer Experience frameworksStrong understanding of Workforce Planning practices (forecasting, rostering, reporting, real time analysis)Robust people management skills from a fast paced, high performing cultureStrong leadership, influencing and stakeholder management skillsDemonstrated experience in driving change initiatives and deliver agreed outcomesHighly developed communication and influencing skills, with the ability to adapt communication style to different levels and audienceAble to review data and drive improvements to operational and financial performanceAdvanced Excel, Outlook, PowerPoint, and Word skillsIf 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.Be careful - Don't provide your bank or credit card details when applying for jobs.
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📌 Contact Centre Manager (Melbourne)
🏢 seek.com.au
📍 Melbourne