Contact Centre Manager

Autosports Group; Sydney; On-site; AUD 180,000 - 230,000; Full time

Benefits offered by this job

Competitive salary

Performance incentives

ASX-listed company

Job summary

Autosports Group (ASG) is expanding its customer contact capability and seeks an experienced contact centre leader to design, build and operate a high‑performing centre from the ground up.

Reporting to the Head of Transformation, you will oversee the existing VIC operation while launching a new NSW site, shaping the operating model, processes and capability framework to deliver outstanding customer experiences.

Qualifications

• Proven leadership experience within Contact Centre or Customer Operations.
• Experience establishing, scaling or transforming contact centre operations.
• Strong understanding of workforce planning, service metrics and performance dashboards.
• Experience implementing new processes and customer engagement technologies.

Responsibilities

• Lead design and launch of a new contact centre operation from concept to launch.
• Develop future-state operating model, including structure, processes, technology and workforce planning.
• Identify opportunities to enhance customer engagement, productivity and service delivery.
• Drive transformation initiatives focused on scalability, efficiency and customer experience.
• Build, lead and inspire high-performing customer contact teams.

Skills

Contact centre leadership

Customer experience

Workforce planning

Stakeholder management

Change management

Tools

Workforce management software

Job description

Contact information

Description

About Us

Autosports Group (ASG) is a leading, publicly listed automotive retail group representing some of the world’s most prestigious and luxury automotive brands. With over 3,000 employees across more than 100 dealerships throughout Australia and New Zealand, ASG continues to grow through a commitment to performance, innovation, and exceptional customer experiences.

At ASG, our purpose is to drive endless possibilities for our customers, employees, shareholders, and brand partners. Our values—Strive for Excellence, Care, The Village, and Lead Change—guide everything we do. We are committed to building a diverse and inclusive workplace and welcome applicants from all backgrounds.

As we continue to grow, we are investing in our customer engagement capabilities through the expansion and transformation of our contact centre operations. This is an exciting opportunity to join a progressive business at a pivotal stage of growth. You'll play a key role in shaping the future of our customer contact strategy while leading an established team and building a new high-performing contact centre from the ground up.

ABOUT THE ROLE

Reporting to the Head of Transformation, this newly created role will lead development and operational management of our contact centre function.

You will oversee an existing customer contact centre in VIC whilst spearheading the design, implementation and launch of a new operation in NSW. This role requires a unique blend of strategic thinking, operational excellence and people leadership, with a strong focus on customer experience, team performance and continuous improvement.

You will have the opportunity to influence the operating model, establish best-practice processes, develop capability frameworks and create a high-performance culture that delivers outstanding customer outcomes.

KEY RESPONSIBILITIES

• Lead design and implementation of a new contact centre operation from concept to launch.
• Develop future-state operating model, including structure, processes, technology and workforce planning.
• Identify opportunities to enhance customer engagement, productivity and service delivery.
• Drive transformation initiatives focused on scalability, efficiency and customer experience.

Operational Leadership

• Oversee operations of existing outbound contact centre, supported by Call Centre Manager.
• Ensure service levels and targets are achieved.
• Develop and monitor operational KPIs, dashboards and performance reporting.
• Implement continuous improvement initiatives across customer interactions and workflows.
• Work with OEMs to ensure processes and systems are seamlessly integrated with a view to ensuring continuous improvements to customer experience and internal operations.
• Build, lead and inspire high-performing customer contact teams.
• Coach and develop leaders and frontline team members.
• Foster a culture of accountability, engagement and customer-centricity.
• Support recruitment, onboarding and capability development as the function grows.

Customer Experience Excellence

• Review and optimise customer journeys and communication channels.
• Leverage customer insights and feedback to drive improvements.
• Ensure consistent and exceptional customer experiences across all interactions.

Stakeholder Management

• Support Aftersales leaders to align contact centre with broader business objectives.
• Work closely with Service, Sales and customer experience teams.
• Provide regular reports, updates and recommendations to stakeholders.

ABOUT YOU

You are an experienced contact centre or customer experience leader who thrives in transformational environments and enjoys building functions, teams and processes from the ground up. You bring a balance of strategic vision and operational execution, with a proven ability to lead change while maintaining strong business performance.

SKILLS & EXPERIENCE

• Proven leadership experience within Contact Centre, Customer Experience or Customer Operations environments.
• Demonstrated success establishing, scaling or transforming customer contact centre operations.
• Strong understanding of workforce planning, service metrics, quality assurance and operational performance.
• Experience implementing new processes, systems or customer engagement technologies.
• Exceptional people leadership skills with the ability to build high-performing teams.
• Strong stakeholder management and influencing capability.
• Experience developing reporting frameworks and performance dashboards.
• Ability to balance strategic initiatives with day-to-day operational leadership.

WHY JOIN US?

• Unique opportunity to build and shape a new contact centre operation.
• Significant influence on customer experience strategy and future business growth.
• High-impact leadership role in ASX listed Company
• Collaborative and supportive leadership team.
• Competitive salary package and performance incentives.
• Opportunity to be involved in transformational change.