AI-Driven Contact Centre Leader

Lifestyle Communities Limited

Melbourne

On-site

AUD 120,000 - 170,000

Full time

36 hours ago

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Benefits offered by this job

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Job summary

Lifestyle Communities Limited in Melbourne is seeking an inspirational Contact Centre Manager to lead a compassionate team at the heart of our customer journey. You will shape the AI-powered contact centre, drive automation, and ensure every customer interaction reflects empathy, clarity and care across calls, chats, emails and social messages.

You’ll partner with peers to coach, recruit, and develop talent, optimise processes and performance, and own the end-to-end operating model for a

Qualifications

Five or more years leading a contact centre, customer service or customer operations team.
Demonstrated experience deploying, configuring or operating AI in a service environment - conversational agents, automated quality scoring, agent assist, predictive workforce management or conversation intelligence.
Strong command of contact centre performance: forecasting, capacity planning, service level management, quality frameworks and cost to serve.
Fluency with CRM and contact centre platforms and confidence working with the data they produce.
Analytical judgement: the ability to move from a dashboard to a root cause to a decision, and to explain that chain to an executive audience.
A track record of leading teams through significant change with honesty, and of retaining good people while doing it.
Excellent written and verbal communication, including the ability to write clearly enough that an AI agent can be trained on your standards.

Responsibilities

Lead, coach and grow the team, building a high-performing culture that is curious about automation.
Use conversation intelligence to coach the team bringing specific examples to every development conversation.
Own recruitment, onboarding, performance management and succession for the team for the contact centre, partnering with People Experience.
In line with AI taking on more routine work, support the team’s development toward managing complex, higher-empathy and high-value conversations and giving them the training required to succeed there.
Run a single operating model in which our team and the systems that support them (including AI agents) share one queue, one set of service standards and one view of performance.
Determine how work is divided: which contacts AI resolves end to end, which it prepares for a team member, and which are led by the team from the outset.
Own the channel's service performance: answer and response times, first contact resolution, abandonment, quality, customer satisfaction and cost to serve.
Manage day to day operations and the ongoing roster.
Define the job each AI agent does: the intents it covers, the tone it uses, the actions it is permitted to take and the point at which it must stop and hand over.
Maintain a quality framework that holds human and automated interactions to the same standard, with human review over a meaningful sample of automated conversations.
Ensure automated conversations meet privacy, disclosure, consent and record-keeping obligations, and that customers can always reach a person.
Turn conversation data, survey themes and complaint patterns into a clear account of what customers are struggling with, and take it to the teams who can fix the cause rather than the symptom.
Brief senior leaders on root causes, not just scores, and represent the frontline view in decisions about product, pricing, process and campaign design.
Run a visible improvement backlog for the channel and report progress against it.