Senior Contact Centre Leader — Ops, CX & Performance

Hire Resolve.Com; Ballarat; Presencial; AUD 90.000 - 130.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Training & development

Superannuation plan

Unpaid extended leave

Descripción de la vacante

Hire Resolve is recruiting for senior contact centre leadership across Australia. You will oversee multi-channel operations, coach leaders, and drive KPI-based performance while balancing cost-to-serve and customer outcomes.

You will partner with WFM for forecasting and scheduling, implement QA and training programs, and deliver actionable performance reports to senior stakeholders. The role offers strong career progression and a dynamic work environment.

Formación

• 6–12+ years in call centre environments, including 3–6+ years in leadership roles.
• Certificate IV / Diploma / Bachelor’s degree preferred in Business, Management, Communications, Analytics, or related fields.
• Strong people leadership, KPI management, and change delivery capabilities.
• WFM fundamentals incl. forecasting, scheduling, real-time management, adherence.
• Quality assurance, training design, escalations/complaints handling, CX improvement.

Responsabilidades

• Lead and optimise day-to-day contact centre operations across multiple channels.
• Manage team leaders and drive performance through KPIs and structured scorecards.
• Improve CSAT, NPS, and first contact resolution while balancing costs and service levels.
• Partner with WFM on forecasting, scheduling, real-time adherence, occupancy, and capacity planning.
• Implement QA frameworks, calibration, root-cause analysis, and continuous improvement initiatives.
• Oversee onboarding, training, and knowledge management to maintain service standards.
• Produce and present performance reporting (AHT, ASA, abandonment, conversion) with improvements.
• Support contact centre tech adoption (CRM, CCaaS, telephony platforms, analytics).
• Ensure compliance with privacy and governance; maintain safe WHS practices.

Conocimientos

People leadership

Coaching

Performance management

KPI-driven operations

Lean/Six Sigma exposure

WFM fundamentals

Quality assurance

CX improvement

Stakeholder management

Change delivery

Educación

Certificate IV

Diploma

Bachelor’s degree

Herramientas

Salesforce

Zendesk

ServiceNow

CCaaS/telephony platforms

Diallers

WFM tools

Excel/Google Sheets

BI tools

Descripción del empleo

Hire Resolve is recruiting for senior contact centre leadership across Australia. You will oversee multi-channel operations, coach leaders, and drive KPI-based performance while balancing cost-to-serve and customer outcomes.

You will partner with WFM for forecasting and scheduling, implement QA and training programs, and deliver actionable performance reports to senior stakeholders. The role offers strong career progression and a dynamic work environment.