Contact Centre Leadership: Ops to Senior Director

Hire Resolve.Com; Queensland; On-site; AUD 120,000 - 180,000; Full time

Benefits offered by this job

Extra Superannuation – Pension plan

Unpaid Extended Leave

Training & Development

Job summary

Hire Resolve is assisting call centre organisations in hiring mid–senior professionals for multiple roles across customer operations, service delivery, sales performance, and leadership. Opportunities span operations management, team leadership, QA, WFM, CX, and performance optimisation with clear progression toward senior roles.

Positions require extensive experience in call centre environments, strong leadership, and a track record of driving KPIs, customer experience, and efficiency

Qualifications

• Education: Certificate IV, diploma, or bachelor’s degree preferred.
• Experience: typically 6–12+ years in call centre environments, including 3–6+ years in leadership roles.

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 scorecards.
• Improve customer experience outcomes (CSAT, NPS, first contact resolution) while balancing efficiency and cost-to-serve.
• Partner with WFM to manage forecasting, scheduling, real-time adherence and capacity planning.
• Implement QA frameworks, calibration routines, 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, complaints, attrition) with improvement plans.
• Support contact centre technology adoption (CRM, CCaaS/telephony platforms, diallers, QA tools, analytics/BI).
• Ensure data practices align with governance and privacy requirements.
• Maintain a safe working environment aligned with WHS policies and site procedures.

Skills

People leadership

KPI-led operations

WFM fundamentals

Quality assurance

CX improvement

Stakeholder management

Education

Certificate IV / Diploma / Bachelor’s degree in Business or related

Tools

Salesforce

Zendesk

ServiceNow

CCaaS / Telephony

Excel / Google Sheets

Job description

Hire Resolve is assisting call centre organisations in hiring mid–senior professionals for multiple roles across customer operations, service delivery, sales performance, and leadership. Opportunities span operations management, team leadership, QA, WFM, CX, and performance optimisation with clear progression toward senior roles.

Positions require extensive experience in call centre environments, strong leadership, and a track record of driving KPIs, customer experience, and efficiency