Operations Manager - Charity Fundraising Call Centre

Givetel; Sydney; On-site; AUD 110,000 - 150,000; Full time

Job summary

GiveTel is seeking an experienced Operations Manager to lead the day-to-day performance of our Sydney-based charity fundraising call centre. You will supervise 50-60 fundraisers, coordinate with Coaching and Development, Data and Client Services, and ensure campaigns are properly resourced and performing at target.

The role requires strong people leadership, commercial and analytical judgement, and the ability to diagnose issues and implement practical improvements.

Qualifications

• Experience managing a call or contact centre.
• Strong people-management and leadership skills.
• Ability to analyse results and turn numbers into practical operational decisions.
• A commercially minded approach to productivity, efficiency, and profitability.
• Confidence working with dialing platforms, CRM systems, and reporting tools.

Responsibilities

• Lead the day-to-day operations of our charity fundraising call centre.
• Manage, support, and develop fundraisers, team leaders, and operational staff.
• Drive campaign performance across key productivity, conversion, and revenue metrics.
• Analyse daily and weekly performance to identify opportunities or issues requiring action.
• Partner with the Coaching and Development team to identify capability gaps and improve individual and team performance.
• Plan teams and resources based on campaign requirements, available data, and contact targets.
• Manage campaign lists and data flow to maximise efficiency and conversion.
• Monitor lead performance and identify underperforming data sources.
• Ensure fundraisers have regular visibility of their individual and campaign results.
• Identify operational bottlenecks and implement practical solutions.

Skills

People leadership

Call centre management

Campaign performance analysis

Data-driven decisions

Cross-department collaboration

Tools

Dialing platforms

CRM systems

Reporting tools

Job description

Operations Manager - Charity Fundraising Call Centre

We're looking for an experienced Operations Manager to lead the day-to-day performance of our Sydney-based Call Centre Operations team. As a specialist outbound fundraising call centre, we have a team of 50-60 passionate fundraisers, with plans to increase our capacity over the coming months. You'll work closely with our Coaching and Development, Data, and Client Services teams to ensure campaigns are well planned, properly resourced, and performing at or above target. This role suits someone who combines strong people leadership with commercial and analytical judgement - someone who can look at what's happening across the operation, diagnose the underlying causes, and take practical action to improve performance. You'll balance fundraiser performance, campaign conversion, contact rates, data flow, and staffing to deliver great outcomes for our charity partners while keeping the operation efficient and profitable.

Key responsibilities

• Lead the day-to-day operations of our charity fundraising call centre
• Manage, support, and develop fundraisers, team leaders, and operational staff
• Drive campaign performance across key productivity, conversion, and revenue metrics
• Analyse daily and weekly performance to identify opportunities or issues requiring action
• Partner with the Coaching and Development team to identify capability gaps and improve individual and team performance
• Plan teams and resources based on campaign requirements, available data, and contact targets
• Manage campaign lists and data flow to maximise efficiency and conversion
• Monitor lead performance and identify underperforming data sources
• Ensure fundraisers have regular visibility of their individual and campaign results
• Identify operational bottlenecks and implement practical solutions

About you

• Previous experience managing a call or contact centre
• Strong people-management and leadership skills
• Experience managing performance and having difficult conversations when required
• A solid understanding of call-centre performance metrics and how they interact
• The ability to analyse results and turn numbers into practical operational decisions
• Strong planning and organisational skills
• The ability to manage multiple campaigns and competing priorities
• A commercially minded approach to productivity, efficiency, and profitability
• Confidence working with dialling platforms, CRM systems, and reporting tools
• Strong communication skills and the ability to work effectively across departments

About us

GiveTel is a leading Australian charity fundraising agency, partnering with some of the country's most respected not-for-profit organisations to help them engage supporters and grow their fundraising income. We're performance-focused, but we know great fundraising results come from great people and a strong culture. We invest in our fundraisers, value high-quality supporter conversations, and are committed to delivering outstanding results for our charity partners - making every call count.