Hands-On Contact Centre Operations 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

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