Head of Contact Center

Outsized; Sydney; On-site; AUD 165,000 - 234,000; Full time

Job summary

Outsized is supporting a professional services firm on behalf of their end client in the general insurance sector, seeking an experienced senior contact centre leader to join the delivery team in Sydney with occasional travel to New Zealand.

You will lead the contact centre operations workstream, assess existing sales and service operations, and deliver recommendations to improve efficiency, performance and customer outcomes.

Qualifications

• 8–10 years of experience in contact centre leadership, ideally at a senior executive level.
• Strong experience in general insurance, including motor, home and other GI lines.
• Experience across both sales and service contact centre environments.
• A strong track record in contact centre operations and operational improvement.
• Proven ability to lead a workstream and engage senior stakeholders.

Responsibilities

• Lead the contact centre operations workstream as part of the delivery team.
• Assess current sales and service operations to identify improvement opportunities.
• Develop and deliver recommendations to improve operational efficiency, performance and customer outcomes.
• Manage workstream activities, deliverables and timelines.
• Build trusted working relationships with senior client stakeholders.
• Collaborate with the wider delivery team to align with overall project objectives.
• Provide regular progress updates and manage workstream risks and issues.

Skills

Contact centre leadership

General insurance experience

Stakeholder engagement

Delivery team leadership

Job description

Contract: 3 months (high likelihood of extension)

Location: Sydney (with occasional travels to NZ)

Commitment: 3-5 days/week

We're supporting a professional services firm on behalf of their end client in the general insurance sector, who is seeking an experienced senior contact centre leader to join their delivery team.

In this role, you'll lead the contact centre operations workstream, assessing existing sales and service operations and identifying opportunities to improve efficiency, performance and customer outcomes. You'll work closely with senior client stakeholders and the wider delivery team, reporting to the Engagement Partner.

Key Responsibilities:

• Lead the contact centre operations workstream as part of the delivery team
• Assess current sales and service operations to identify improvement opportunities
• Develop and deliver recommendations to improve operational efficiency, performance and customer outcomes
• Manage workstream activities, deliverables and timelines
• Build trusted working relationships with senior client stakeholders
• Collaborate with the wider delivery team to align with overall project objectives
• Provide regular progress updates and manage workstream risks and issues

What We're Looking For:

• 8–10 years of experience in contact centre leadership, ideally at a senior executive level
• Strong experience in general insurance, including motor, home and other GI lines
• Experience across both sales and service contact centre environments
• A strong track record in contact centre operations and operational improvement
• Proven ability to lead a workstream and engage senior stakeholders