Contact Centre & AI Operations Lead

Lifestyle Communities; Melbourne; On-site; AUD 120,000 - 160,000; Full time

Benefits offered by this job

Professional development

Collaborative environment

Long weekends

Lifestyle hours

Parental leave

Job summary

Lifestyle Communities is seeking an experienced Contact Centre Manager in Melbourne to lead a team delivering empathetic, high‑quality customer interactions. You will shape the automation and AI strategy, manage recruitment and performance, and drive a single operating model across channels.

Bring 5+ years leading contact centres, strong experience with AI in service, and a track record in change management.

Qualifications

• Five or more years leading a contact centre or customer ops team.
• Experience deploying or operating AI in a service environment (conversational agents/agent assist).
• Strong command of contact centre performance: forecasting, capacity planning, SLA, cost to serve.
• Fluency with CRM and contact centre platforms and data.
• Analytical judgement and ability to explain findings to executives.
• Proven track record leading teams through significant change with honesty.

Responsibilities

• Lead, coach and grow the team, building a high-performing culture focused on automation.
• Coach with conversation intelligence and provide concrete development examples.
• Own recruitment, onboarding, performance management and succession for the contact centre.
• Run a unified operating model with shared queue, standards and performance view.
• Define AI agent roles and handover points, ensuring privacy and compliance.
• Maintain a quality framework applying to human and automated interactions.
• Brief senior leaders on root causes and frontline insights for decisions.

Skills

People leadership

AI in service env

Forecasting

Quality frameworks

Analytical judgement

Clear communication

Customer-centric mindset

Tools

CRM platforms

AI agents / conversation intel

Contact centre platforms

Job description

Lifestyle Communities is seeking an experienced Contact Centre Manager in Melbourne to lead a team delivering empathetic, high‑quality customer interactions. You will shape the automation and AI strategy, manage recruitment and performance, and drive a single operating model across channels.

Bring 5+ years leading contact centres, strong experience with AI in service, and a track record in change management.