Contact Centre & Call Centre Professionals

Hire Resolve.Com; Ballarat; On-site; AUD 90,000 - 130,000; Full time

Benefits offered by this job

Training & development

Superannuation plan

Unpaid extended leave

Job summary

Hire Resolve is recruiting for senior contact centre leadership across Australia. You will oversee multi-channel operations, coach leaders, and drive KPI-based performance while balancing cost-to-serve and customer outcomes.

You will partner with WFM for forecasting and scheduling, implement QA and training programs, and deliver actionable performance reports to senior stakeholders. The role offers strong career progression and a dynamic work environment.

Qualifications

• 6–12+ years in call centre environments, including 3–6+ years in leadership roles.
• Certificate IV / Diploma / Bachelor’s degree preferred in Business, Management, Communications, Analytics, or related fields.
• Strong people leadership, KPI management, and change delivery capabilities.
• WFM fundamentals incl. forecasting, scheduling, real-time management, adherence.
• Quality assurance, training design, escalations/complaints handling, CX improvement.

Responsibilities

• Lead and optimise day-to-day contact centre operations across multiple channels.
• Manage team leaders and drive performance through KPIs and structured scorecards.
• Improve CSAT, NPS, and first contact resolution while balancing costs and service levels.
• Partner with WFM on forecasting, scheduling, real-time adherence, occupancy, and capacity planning.
• Implement QA frameworks, calibration, root-cause analysis, and continuous improvement initiatives.
• Oversee onboarding, training, and knowledge management to maintain service standards.
• Produce and present performance reporting (AHT, ASA, abandonment, conversion) with improvements.
• Support contact centre tech adoption (CRM, CCaaS, telephony platforms, analytics).
• Ensure compliance with privacy and governance; maintain safe WHS practices.

Skills

People leadership

Coaching

Performance management

KPI-driven operations

Lean/Six Sigma exposure

WFM fundamentals

Quality assurance

CX improvement

Stakeholder management

Change delivery

Education

Certificate IV

Diploma

Bachelor’s degree

Tools

Salesforce

Zendesk

ServiceNow

CCaaS/telephony platforms

Diallers

WFM tools

Excel/Google Sheets

BI tools

Job description

Job Description

Hire Resolve is assisting call centre and contact centre organisations in hiring experienced call centre professionals for multiple mid–senior opportunities across customer operations, service delivery, sales performance, and contact centre leadership. This is a multi-role opportunity spanning operations management, team leadership, quality assurance, training, workforce management (WFM), customer experience (CX), and performance optimisation—with clear progression toward senior leadership roles (Senior Manager, Head of Contact Centre, and Director-level positions).

Key Responsibilities

• Lead and optimise day-to-day contact centre operations across voice, email, chat, and digital channels
• Manage team leaders/supervisors and drive performance through coaching, KPIs, and structured scorecards
• Improve customer experience outcomes (CSAT, NPS, first contact resolution) while balancing efficiency, cost-to-serve, and service levels
• Partner with WFM to manage forecasting, scheduling, real-time adherence, occupancy, and capacity planning
• Implement QA frameworks, calibration routines, root-cause analysis, and continuous improvement initiatives
• Oversee onboarding, training, and knowledge management to maintain consistent service standards
• Produce and present performance reporting (AHT, ASA, abandonment, conversion, complaints, attrition) with actionable improvement plans
• Support contact centre technology adoption (CRM, CCaaS/telephony platforms, diallers, QA tools, analytics/BI)
• Ensure customer handling and data practices align with internal governance and applicable privacy requirements
• Maintain a safe working environment aligned with WHS expectations, policies, and site procedures

• Education/qualifications: Certificate IV, diploma, or bachelor’s degree preferred (Business, Management, Communications, Analytics, or related). Equivalent experience considered for strong profiles
• Experience: Typically 6–12+ years in call centre/contact centre environments, including 3–6+ years in leadership or specialist ownership (Team Leader, Contact Centre Manager, Operations Manager, WFM/QA/Training Manager, Senior Manager)
• Core capabilities:
  • People leadership, coaching, performance management, and change delivery
  • KPI-led operations management and continuous improvement (Lean/Six Sigma exposure beneficial)
  • WFM fundamentals (forecasting, scheduling, real-time management, adherence)
  • Quality assurance, training design, escalations/complaints management, and CX improvement
  • Strong stakeholder management across Operations, IT, Compliance, Sales, and HR
• Systems/tools (varies by role): CRM/case management platforms (e.g., Salesforce, Zendesk, ServiceNow), CCaaS/telephony platforms, diallers, WFM tools, QA platforms, and reporting (Excel/Google Sheets; BI tools)
• Work rights: Candidates must have (or be able to obtain) the right to work in Australia

• Extra Superannuation – Pension plan
• Unpaid Extended Leave
• Training & Development