Contact Centre Operations Lead

Keegan Adams Recruitment; Sydney; Hybrid; AUD 130,000 - 142,000; Full time

Benefits offered by this job

Public holidays

Break between Christmas and New Year

Wellbeing days

Job summary

A recruitment agency in Sydney is seeking a Contact Centre Operations Lead to enhance customer support across APAC. This role involves monitoring performance, collaborating with vendors, and managing budgets. Candidates should have extensive experience in contact centre operations and a strong analytical mindset. The position offers a hybrid work model and competitive pay.

Qualifications

• Direct experience in customer success operations.
• Confidence in storytelling through data.
• A deep understanding of contact centre drivers.

Responsibilities

• Monitor performance of outsourced support teams.
• Work closely with BPO vendors to drive change.
• Investigate performance dips using data.

Skills

Experience working with BPO partners

Strong analytical skills

Clear communication

Organised and proactive

Commercially minded

Education

5+ years in a contact centre operations role

Job description

Join to apply for the Contact Centre Operations Lead role at Keegan Adams Recruitment

Join to apply for the Contact Centre Operations Lead role at Keegan Adams Recruitment

Keegan Adams Recruitment provided pay range

This range is provided by Keegan Adams Recruitment. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

A$130,000.00/yr - A$142,000.00/yr

Direct message the job poster from Keegan Adams Recruitment

Principal Consultant @ Keegan Adams Recruitment: Corporate Services | Sales | Marketing | Operations |

Sydney | Hybrid | 11-month contract

We're recruiting on behalf of a global tech business known for its award-winning financial software. The company is committed to helping small businesses succeed and is transforming the way it delivers customer support, with a strong focus on data-led decisions, innovation, and continuous improvement.

They’re looking for a Contact Centre Operations Lead to join the Customer Success team and play a key role in the performance of their outsourced contact centres across APAC.

About the Role

You’ll work closely with senior stakeholders and BPO partners to ensure service levels are met, budgets are maintained, and the customer experience keeps improving.

What you’ll be doing

• Monitoring the performance of outsourced support teams and leading weekly business reviews with APAC Customer Success leaders

• Working closely with BPO vendors to understand what’s working, where improvements are needed, and driving change

• Investigating performance dips using data, leading action plans, and escalating where required

• Analysing customer experience data to identify pain points and collaborating with internal teams to implement solutions

• Forecasting and managing support budgets, building business cases for new initiatives and scaling successful ones

• Maintaining business continuity plans to ensure consistent service through change or disruption

What we’re looking for

• Experience working with BPO partners

• Strong analytical skills and confidence working with data and budgets

• A clear communicator who can influence senior stakeholders

• Organised, proactive, and naturally solutions-focused

• Commercially minded with a passion for improving the customer experience

What you’ll need

• 5+ years in a contact centre operations, performance, or analytics role

• Direct experience in customer success operations

• Confidence in storytelling through data and strong written/verbal communication skills

• A deep understanding of contact centre drivers and operations

• Experience with reactive support driving revenue outcomes is a bonus

The Details

• Location: Sydney-based with hybrid working

• Extras: Contractor perks include public holidays, a break between Christmas and New Year, and handful of wellbeing days

Apply now for an immediate interview.

Seniority level

• Seniority level

  Associate

Employment type

• Employment type

  Contract

Job function

• Job function

  Management and Training

• Industries

  Accounting and Technology, Information and Media

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