Contact Center Operations Manager - Hybrid

Concentrix; United States; Remote; USD 85,000 - 120,000; Full time

Job summary

Concentrix is seeking a Contact Center Operations Manager to lead large-scale operations across multiple sites. The role requires robust leadership, strategic thinking, and exceptional stakeholder engagement skills to drive operational excellence and foster a strong team culture.

Qualifications

• 3–5 years of senior-level leadership experience in contact centers or outsourcing.
• Proven ability to lead large, distributed teams across multiple locations.

Responsibilities

• End-to-end delivery across diverse contact center operations.
• Client relationship and account management in a highly regulated environment.
• Driving strategic initiatives and innovation for clients.

Skills

Leadership

Commercial acumen

Stakeholder engagement

Adaptability

Strategic thinking

Job description

Job Title:

Contact Center Operations Manager - Hybrid

Job Description

We’re growing – and with growth comes opportunity. As our business evolves, we’re looking for an exceptional leader to join us as Contact Center Operations Manager and help shape the next chapter of our journey. This is a high-impact role for someone who thrives in dynamic environments and is passionate about leading people, deepening client relationships, and delivering operational excellence.

Based either at our Brisbane or Robina office, this is a remote first role, with some interstate travel, you’ll be responsible for leading large-scale contact centre operations across multiple sites and remote teams. You’ll bring a strategic mindset, an eye for innovation, and a natural ability to connect with people – whether they’re clients, team members, or key stakeholders.

What You’ll Be Responsible For:

• End-to-end delivery across diverse contact center operations, including onsite and work-from-home teams
• Client relationship and account management, including commercial negotiations, regulatory compliance, and governance in a highly regulated environment
• Driving strategic initiatives and innovation for clients, while contributing to the development of future-state roadmaps within our own organisation
• Engaging and retaining high-performing teams, cultivating a strong culture and supporting leadership capability across your portfolio
• Financial and operational accountability, ensuring excellence in service delivery and profitability
• Understanding client needs, both short- and long-term, and identifying innovative, tech-enabled solutions where relevant

What You’ll Bring:

We’re after more than just a resume – we want someone who brings energy, curiosity, and genuine leadership to the table. Someone who is as confident managing complexity and urgency as they are building strong, lasting relationships.

• 3–5 years of senior-level leadership experience, ideally in contact centers or the outsourcing space
• Proven ability to lead large, distributed teams across multiple locations
• Strong commercial acumen, including experience in contract and financial management
• A resilient, adaptable leadership style – able to pivot quickly, stay calm under pressure, and keep people focused on what matters
• A track record of delivering results through innovation, collaboration, and strategic thinking
• Exceptional stakeholder engagement skills, with experience influencing at executive levels
• Comfort and confidence in leading remote teams and fostering a sense of connection and performance across locations

If you're ready to make a meaningful impact, work with passionate teams, and lead with purpose – this could be your next big move.

Apply now and be part of the Concentrix team!

Location:

AUS Brisbane - 288 Edward St, Lvl 14

Language Requirements:

English

Time Type:

Full time

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