Hybrid Contact Centre Leader, Customer Experience

Mable; Sydney; Hybrid; AUD 120,000 - 160,000; Full time

Benefits offered by this job

Hybrid workplace

Flexi Leave Days

Parental leave 14 weeks

Job summary

HomeMade, part of the Attain Healthtech group, seeks a Contact Centre Manager to lead the daily operations of the HomeMade contact centre. You will partner with the Head of Operations to drive service excellence, implement process improvements and coach frontline teams for outstanding customer outcomes.

The role requires 3+ years in contact centre leadership, strong stakeholder communication, and expertise in IVR/CRM tools with AI-driven solutions.

Qualifications

• 3+ years of leading contact centre operations.
• Proven track record of driving team performance and customer outcomes.
• Experience with contact centre technologies and AI-driven improvements.

Responsibilities

• Lead, mentor and motivate a team of customer service representatives to achieve targets.
• Provide ongoing coaching to enhance team skills and performance.
• Oversee inbound/outbound calls, email and live chat; ensure SLAs and customer satisfaction.
• Develop strategies to optimise workforce management and staffing needs.
• Monitor KPIs and drive process improvements across the centre.

Skills

Team leadership

Coaching & development

Contact centre ops

AI integration

Escalation management

Customer experience

Tools

Zoom IVR

Aircall

Salesforce

Job description

HomeMade, part of the Attain Healthtech group, seeks a Contact Centre Manager to lead the daily operations of the HomeMade contact centre. You will partner with the Head of Operations to drive service excellence, implement process improvements and coach frontline teams for outstanding customer outcomes.

The role requires 3+ years in contact centre leadership, strong stakeholder communication, and expertise in IVR/CRM tools with AI-driven solutions.