Charity Fundraising - Call Centre Operations Manager

GiveTel; Sydney; On-site; AUD 90,000 - 130,000; Full time

Benefits offered by this job

Real ownership

Work that matters

People-centric culture

Growth opportunities

Supportive team

Job summary

GiveTel in Sydney is seeking an experienced Operations Manager to lead our charity fundraising call centre's day-to-day performance. You will manage a team of 50-60 fundraisers and collaborate with Coaching and Development, Data, and Client Services to ensure campaigns are well planned and performing at or above target.

You will diagnose issues, balance fundraising performance with profitability, and drive improvements across staffing, data flow, and campaign results, while upholding high

Qualifications

• Experience managing a call or contact centre.
• Strong people-management and leadership skills.
• Experience managing performance and having difficult conversations.
• Solid understanding of call-centre performance metrics.
• Ability to analyse results and turn numbers into practical operational decisions.
• Strong planning and organisational skills.
• Ability to manage multiple campaigns and priorities.
• Commercially minded approach to productivity, efficiency, and profitability.
• Confidence working with dialing platforms, CRM systems, and reporting tools.
• Strong communication skills across departments.

Responsibilities

• Lead the day-to-day operations of our charity fundraising call centre.
• Manage, support, and develop fundraisers, team leaders, and staff.
• Drive campaign performance across productivity, conversion, and revenue metrics.
• Analyse daily and weekly performance to identify opportunities or issues.
• Plan teams and resources based on campaign requirements, data, and targets.
• Manage campaign lists and data flow to maximise efficiency and conversion.
• Monitor lead performance and identify underperforming data sources.
• Ensure staff understand and use systems, processes, and reporting.
• Identify bottlenecks and implement practical solutions.
• Maintain high standards of compliance, call quality, and supporter experience.

Skills

People management

Performance management

Call centre metrics

Data analysis

Planning

Campaign management

Commercial mindset

CRM experience

Dialer platforms

Reporting tools

Communication

Proactivity

Attention to detail

Tools

Dialing platforms

CRM systems

Reporting tools

Job description

Operations Manager — Charity Fundraising Call Centre

Who We Are

GiveTel is a leading Australian charity fundraising agency, partnering with some of the country's most respected not-for-profit organisations to help them engage supporters and grow their fundraising income.

We're performance-focused, but we know great fundraising results come from great people and a strong culture. We invest in our fundraisers, value high-quality supporter conversations, and are committed to delivering outstanding results for our charity partners — making every call count.

About the Role

We're looking for an experienced Operations Manager to lead the day-to-day performance of our Sydney-based Call Centre Operations team. As a specialist outbound fundraising call centre, we have a team of 50-60 passionate fundraisers, with plans to increase our capacity over the coming months. You'll work closely with our Coaching and Development, Data, and Client Services teams to ensure campaigns are well planned, properly resourced, and performing at or above target.

This role suits someone who combines strong people leadership with commercial and analytical judgement — someone who can look at what's happening across the operation, diagnose the underlying causes, and take practical action to improve performance.

You'll balance fundraiser performance, campaign conversion, contact rates, data flow, and staffing to deliver great outcomes for our charity partners while keeping the operation efficient and profitable.

Key Responsibilities

• Lead the day-to-day operations of our charity fundraising call centre
• Manage, support, and develop fundraisers, team leaders, and operational staff
• Drive campaign performance across key productivity, conversion, and revenue metrics
• Analyse daily and weekly performance to identify opportunities or issues requiring action
• Partner with the Coaching and Development team to identify capability gaps and improve individual and team performance
• Plan teams and resources based on campaign requirements, available data, and contact targets
• Manage campaign lists and data flow to maximise efficiency and conversion
• Monitor lead performance and identify underperforming data sources
• Ensure fundraisers have regular visibility of their individual and campaign results
• Identify operational bottlenecks and implement practical solutions
• Manage performance issues appropriately, including performance reviews and formal performance management where required
• Ensure staff understand and correctly use our systems, processes, and technology
• Liaise with Data and Client Services teams on campaign performance and operational requirements
• Support troubleshooting of operational and system issues, escalating technical problems where required
• Produce and contribute to regular campaign and operational performance reporting
• Maintain high standards of compliance, call quality, and supporter experience
• Continuously look for ways to make the operation more efficient, productive, and profitable
• Lead by example, representing GiveTel's values, standards, and policies at all times

About You

You're comfortable managing people while also getting into the numbers behind performance. Ideally, you'll bring:

• Previous experience managing a call or contact centre
• Strong people-management and leadership skills
• Experience managing performance and having difficult conversations when required
• A solid understanding of call-centre performance metrics and how they interact
• The ability to analyse results and turn numbers into practical operational decisions
• Strong planning and organisational skills
• The ability to manage multiple campaigns and competing priorities
• A commercially minded approach to productivity, efficiency, and profitability
• Confidence working with dialling platforms, CRM systems, and reporting tools
• Strong communication skills and the ability to work effectively across departments
• A proactive approach — you spot problems and start working on solutions rather than waiting to be told
• High attention to detail and personal accountability

Experience in charity fundraising or tele-fundraising is highly regarded but not essential. A strong Operations Manager from a sales, contact-centre, or other performance-driven environment could be an excellent fit. Most importantly, we're looking for someone who can lead people, understand performance, and take ownership of results.

Why Join GiveTel

• Real ownership, real impact — you'll shape how our operation runs day to day, and see the direct line between your decisions and the results delivered for some of Australia's most respected charities.
• Work that matters — every call your team makes helps fund causes that change lives. Few operations roles let you point to that kind of outcome.
• A culture built around people, not just numbers — we invest in our fundraisers and back our leaders, because we know sustainable performance comes from strong teams, not downward pressure.
• Room to grow — join us at a genuine inflection point and help build the next stage of the operation, with the scope to grow your own role as we scale.
• A team that backs you — you won't be operating in isolation; you'll have Coaching and Development, Data, and Client Services working alongside you to help you succeed.

If you want a role where your leadership visibly moves the needle — for your team and for the charities we serve — we'd love to hear from you.