Contact Centre - Operations Manager

SMAART Recruitment; Sydney; Hybrid; AUD 110,000 - 125,000; Full time

Benefits offered by this job

Flexible work-from-home

Work on well-known charitable causes

Growth and autonomy

Job summary

SMAART Recruitment is seeking an experienced Operations Manager to lead a growing outbound contact centre in Glebe, Sydney. You will manage day-to-day operations with a hands-on leadership style, supported by managers and specialist teams.

This role offers ownership of performance, culture and commercial outcomes in a dynamic, charity-focused environment. With campaigns running concurrently, you’ll ensure adequate resourcing, data-driven decisions and continuous improvements.

Qualifications

• Must have strong contact centre leadership experience.
• Experience leading managers, team leaders and frontline teams.
• Exposure to outbound KPI-driven environments is essential.

Responsibilities

• Lead day-to-day outbound contact centre operations.
• Coach and develop managers and team leaders.
• Manage workforce planning and campaign allocations.

Skills

Leadership experience

People management

Outbound sales exposure

Hands-on leadership

Coaching & development

Data interpretation

CRM platforms

Dialler platforms

Tools

CRM platforms

Dialler platforms

Job description

The Opportunity

We are recruiting an experienced Operations Manager to lead a busy outbound contact centre in Glebe, Sydney during an exciting period of growth. The organisation has been operating for more than 15 years, delivering outbound fundraising campaigns for well-known Australian and International charities and not-for-profits. With several new partnerships coming on board, the contact centre is expected to grow from approximately 50 to 80 fundraisers.

This is a hands-on leadership role for someone who enjoys being close to their people and can balance culture, performance and commercial outcomes.

About the Role

Reporting to the General Manager, you'll oversee the day-to-day contact centre operation, supported by managers, team leaders and dedicated coaching, data and client services teams.

With multiple campaigns running at any one time, you'll ensure teams are effectively resourced, performance stays on track and operational decisions are driven by data.

• Leading the day-to-day performance of the outbound contact centre
• Coaching and developing managers and team leaders
• Managing workforce planning and campaign allocation
• Monitoring productivity, conversion, quality and revenue targets
• Using data and reporting to drive operational decisions
• Identifying performance gaps and implementing improvements
• Supporting recruitment, onboarding and team growth
• Driving a positive, accountable and high-performing culture

About You

We're looking for someone with strong contact centre leadership experience, ideally within outbound sales, fundraising, retention, acquisition or another target-driven environment. Fundraising experience would be advantageous but isn't essential. More important is your ability to lead a diverse team, understand performance drivers and get involved when needed.

You'll bring

• Previous contact centre management experience
• Experience leading managers, team leaders and frontline teams
• Exposure to outbound sales or KPI-driven environments
• A practical, hands-on leadership style
• Strong coaching and people-development skills
• Confidence interpreting operational data and reporting
• Experience with CRM and dialler platforms
• Strong planning and commercial awareness
• The ability to manage multiple priorities in a fast-moving environment

The Environment

This is not a traditional corporate contact centre. The team is diverse, energetic and full of personality, with hands-on senior leaders and long-standing client relationships. There is plenty happening at once, so you'll need to be adaptable, comfortable making decisions and ready to get involved. You'll also have the opportunity to bring fresh ideas and take real ownership of the operation as it grows.

What's on Offer

• $110-$125K + Super (depending on experience)
• Sydney-based role in Glebe
• Lead a growing outbound contact centre
• Genuine operational ownership and autonomy
• Established leadership and specialist support teams
• Work supporting well-known charitable causes
• Some flexibility to work from home

If you're an experienced contact centre leader who enjoys developing people, driving performance and being genuinely involved in the operation, we'd love to hear from you. For any specific questions please contact Stephanie on *********@smaart.com.au