Impactful Call Centre Operations Lead – Fundraising

GiveTel; Sydney; On-site; AUD 90,000 - 130,000; Full time

Benefits offered by this job

Real ownership

Work that matters

People-centric culture

Growth opportunities

Supportive team

Job summary

GiveTel in Sydney is seeking an experienced Operations Manager to lead our charity fundraising call centre's day-to-day performance. You will manage a team of 50-60 fundraisers and collaborate with Coaching and Development, Data, and Client Services to ensure campaigns are well planned and performing at or above target.

You will diagnose issues, balance fundraising performance with profitability, and drive improvements across staffing, data flow, and campaign results, while upholding high

Qualifications

• Experience managing a call or contact centre.
• Strong people-management and leadership skills.
• Experience managing performance and having difficult conversations.
• Solid understanding of call-centre performance metrics.
• Ability to analyse results and turn numbers into practical operational decisions.
• Strong planning and organisational skills.
• Ability to manage multiple campaigns and priorities.
• Commercially minded approach to productivity, efficiency, and profitability.
• Confidence working with dialing platforms, CRM systems, and reporting tools.
• Strong communication skills across departments.

Responsibilities

• Lead the day-to-day operations of our charity fundraising call centre.
• Manage, support, and develop fundraisers, team leaders, and staff.
• Drive campaign performance across productivity, conversion, and revenue metrics.
• Analyse daily and weekly performance to identify opportunities or issues.
• Plan teams and resources based on campaign requirements, data, and targets.
• Manage campaign lists and data flow to maximise efficiency and conversion.
• Monitor lead performance and identify underperforming data sources.
• Ensure staff understand and use systems, processes, and reporting.
• Identify bottlenecks and implement practical solutions.
• Maintain high standards of compliance, call quality, and supporter experience.

Skills

People management

Performance management

Call centre metrics

Data analysis

Planning

Campaign management

Commercial mindset

CRM experience

Dialer platforms

Reporting tools

Communication

Proactivity

Attention to detail

Tools

Dialing platforms

CRM systems

Reporting tools

Job description

GiveTel in Sydney is seeking an experienced Operations Manager to lead our charity fundraising call centre's day-to-day performance. You will manage a team of 50-60 fundraisers and collaborate with Coaching and Development, Data, and Client Services to ensure campaigns are well planned and performing at or above target.

You will diagnose issues, balance fundraising performance with profitability, and drive improvements across staffing, data flow, and campaign results, while upholding high