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Call Centre Manager

Call Centre Manager

Contract type: Permanent
Location: Milton, Brisbane, Queensland
Specialisation: Permanent
Date: 2021-07-26
Salary: $80000 - $110000 per annum
Reference: JO-2107-4498
Contact name: Mark Gallen
Contact email:

Job description

  • 100+ seat Centre 

  • City Fringe

  • Newly created role

Our client is proudly Australian owned and a national leader in their field. Offering a wide range of services to a diverse client base they are open to new ideas, to change and to risk, and in this context, they partner with clients to problem solve and innovate.

As they continue to grow their Call Centre, they now require an experienced Centre Manager to join their leadership team to provide direction and support to the frontline teams and operations.

What you will be doing:

  • Overseeing the core centre operations including the development of leaders, compliance, reporting and maximising resources

  • Developing and monitoring all key performance indicators

  • Ensuring the quality of data and client interactions 

  • Taking responsibility for all recruitment and overseeing training initiatives to ensure a highly skilled team

  • Leading a culture of support and achievement

  • Overseeing multiple projects and campaigns to ensure service levels and targets are achieved

  • Working closely with Executive Management and clients to ensure continuous improvement 

  • Being the internal expert in Centre operations (people, process, technology and environment)

When will you do it:

The Call Centre operates 7 days per week. The Centre Manager will generally work Monday to Friday between 10am and 6pm to ensure connection to their direct reports in the leadership team. 

What you will bring to the role:

  • Previous management experience in a service orientated outbound environment 

  • The ability to coach and develop frontline leaders and supervisors

  • Experience in overseeing staff rosters and developing forecasts for upcoming projects including the ability to provide advice to stakeholders on resource management issues

  • Exceptional relationship management and presentation skills

  • A strong commitment to workplace health and safety, systems integrity and data protection

  • The ability to lead and influence change and continuous improvement

  • A commitment to understanding industry best practice and applying this to your teams

What is on offer:

  • The opportunity to work with a leader in their field

  • An attractive salary negotiable based on experience

  • A great team environment

  • Fantastic variety with a range of projects and tasks outside of traditional Call Centre leadership roles.

  • A genuine opportunity to develop your management career in Centre operations and impact real operational change

  • An organisation that is committed to staff development at all levels

How to apply:

Click the apply link and attach an up to date resume.

You must be a permanent resident, Australian citizen or have unlimited ongoing working rights to apply.

Successful applicants will be required to complete an Australian Federal Police Check.

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Mark Gallen

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