Contact Centre Manager

2 weeks ago


Dandenong, Victoria, Australia Serco Full time

About the Opportunity

Ready for a transformative leadership role in a dynamic and impactful environment? Seeking a highly experienced Contact Centre Manager to lead virtual operations for a client in the disability sector, managing a team of over 500 professionals, ensuring operational excellence. Uphold Serco's values of Care, Pride, Trust, and Innovation, impacting lives positively.

What you'll be doing

  • Manage a large-scale contact centre, ensuring service standards alignment.
  • Oversee key metrics like service grade and customer satisfaction.
  • Enhance customer experience through feedback-driven improvements.
  • Collaborate with Workforce Management for optimal resource allocation.
  • Implement learning plans for team members.
  • Work with Quality Assurance to enhance customer interactions.
  • Lead a team of 500+, ensuring communication and development opportunities.

About you

Passionate about serving the community, especially individuals with disabilities. A motivated leader fostering teamwork, innovation, and high performance. Strong coaching and communication skills to lead diverse teams and excel in dynamic settings.

Your ideal skills & experience

  • Experience in managing contact centre operations.
  • Understanding of contact center metrics and technologies.
  • Ability to manage dispersed work teams.
  • Expertise in budget management and client relationships.
  • Commercial acumen and client partnership development.
  • Confident and driven to lead service operations.

About us - Serco & Proud

At Serco, each team member plays a crucial role in delivering essential public services globally. Impact a better future by joining a team that values decision-makers & action-takers. Accelerate your career through our learning & development opportunities.

Why Join Us

  • Be part of a company impacting communities and caring for those in need.
  • Influence how we operate and enjoy a collaborative culture.
  • Accelerate your career with defined pathways & internal mobility opportunities.

If you are ready to make a positive impact, consider this opportunity.

This role requires full vaccination against COVID-19 to ensure safety. Serco values Trust, Care, Innovation, and Pride, celebrates diversity, and encourages applications from all backgrounds.



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