Contact Centre Operational Lead

Peoplefusion; Newcastle; On-site; AUD 90,000 - 120,000; Full time

Job summary

peoplefusion is partnering with an established organisation to appoint an experienced Contact Centre Operations Lead. This hands-on role combines frontline service with workflow coordination, escalations, operational reporting and process improvement.

You will be the go-to for day-to-day operational matters, ensuring service standards and efficient work delivery. The role is non-management but requires taking ownership, guiding the team and staying close to the work to keep things running

Qualifications

• Experience coordinating workflows within a customer service team.
• Ability to handle complex customer escalations and enquiries.
• Strong eye for detail and organisational skills.

Responsibilities

• Coordinate daily workloads and priorities to meet service levels.
• Serve as first point of contact for escalated enquiries and guide resolutions.
• Monitor calls, emails, and inboxes to maintain workflow efficiency.
• Maintain and update procedures, templates and documentation.
• Prepare regular service activity reports and identify trends.
• Support the team with day-to-day questions and process changes.
• Assist during peak periods to balance workload and service delivery.
• Identify opportunities to improve workflows and accuracy.

Skills

Workflow coordination

Escalations handling

Operations reporting

Hands-on leadership

Excel

Tools

Excel

Job description

An opportunity for an experienced contact centre professional who enjoys being hands-on, keeping operations running smoothly and supporting a team to deliver.

• Hands-on operational leadership without formal people management
• Varied role combining workflow coordination, escalations and reporting
• Opportunity to take ownership and make a real impact on team operations

The opportunity

peoplefusion is partnering with an established organisation seeking an experienced Contact Centre Operations Lead to support a busy, process-driven customer service team. This is a varied, hands-on role combining frontline customer service with workflow coordination, escalations, operational reporting and process improvement.

You will be the go-to person for day-to-day operational matters, helping the team manage competing priorities, maintain service standards and navigate more complex customer enquiries. While you will provide guidance and direction to the team, this isn't a traditional people management role. It is an opportunity for someone who enjoys being close to the work, taking ownership and making sure things run efficiently.

What you'll be doing

• Coordinating daily workloads, allocating tasks and adjusting priorities to meet service requirements.
• Acting as the first point of contact for escalated enquiries and supporting the resolution of complex customer matters.
• Monitoring incoming calls, emails and shared inboxes to ensure work is managed efficiently.
• Maintaining and updating procedures, templates and operational documentation.
• Preparing regular reports on service activity, volumes, trends and emerging issues.
• Supporting the team with day-to-day questions, guidance and process changes.
• Working alongside the team to respond to customer enquiries during busier periods.
• Identifying opportunities to improve workflows, accuracy and overall service delivery.

What we’re looking for

You will bring experience from a contact centre, customer operations or service delivery environment, ideally having stepped into a senior, supervisory or operational coordination role. You will be someone who enjoys taking responsibility, has a strong eye for detail and can confidently balance competing priorities.

Ideally, you'll offer

• Experience coordinating workflows or providing operational support within a customer service team.
• Confidence handling complex enquiries and customer escalations.
• Strong organisational skills with the ability to prioritise and keep work moving
• Excellent written communication and attention to detail.
• Experience maintaining procedures, processes and accurate records.
• Confidence using Excel and preparing operational reports.
• A proactive, practical approach and willingness to remain hands-on

Experience in insurance, financial services, claims administration or another highly process-driven environment would be advantageous, but isn't essential.

What's on offer?

You will join a collaborative team where you can contribute to operational improvements, support colleagues and take ownership of meaningful day-to-day responsibilities. The role offers variety, autonomy and the opportunity to combine your customer service experience with broader operational coordination. If you are an experienced contact centre professional who enjoys coordinating operations, solving problems and being the person others turn to for support, we would love to hear from you.

At peoplefusion we don't just accept diversity and inclusion - we celebrate it! We strive to create an environment of equal opportunity regardless of race, gender, sexual orientation, gender identity or expression, lifestyle, age, religion or physical ability, and welcome applications from people from all backgrounds. If you require any assistance with your application please don't hesitate to contact us.