Contact Centre Manager

Direct message the job poster from Recoveriescorp

Working as a Contact Centre Manager, you'll lead a team of dedicated Team Leaders to deliver outstanding customer service and operational efficiency. This is a pivotal role that balances people management, performance optimisation and workforce planning.

What You'll Be Doing

• Lead and Inspire: Manage and guide your Team Leaders to ensure they're equipped to drive agent performance, meet KPIs, and support customer outcomes.
• Client Relationship Manager: Act as the key operational contact for the client, handling day-to-day requests, attending meetings and audits, and delivering clear, timely reporting.
• Operational Driver: Monitor workflow and performance across the account, making smart decisions to maximise efficiency, maintain quality, and meet service levels.
• Strategic Coordinator: Work with internal stakeholders to plan resources, align operations with broader business objectives, and contribute to forecasting and reporting activities.
• Quality and Compliance Partner: Ensure consistent adherence to processes, client requirements, and compliance obligations across your team.
• Process Improver: Look for opportunities to lift outcomes through improved systems, dialling strategies, and campaign design without overcomplicating delivery.

What You'll Bring

You have solid experience leading contact centre operations, metrics and an ability to keep things running smoothly even when under pressure.

• Experience leading Contact Centre operations with at least 3 direct reports
• Strong stakeholder relationship and client communication skills
• Proven ability to manage workflow and performance in a dynamic environment
• Confident with reporting and operational planning
• Sound judgement and a calm, considered leadership style

The Mindset You'll Bring

• Practical Leader: You take a level-headed, hands-on approach and don't overcomplicate things.
• Reliable Operator: You do what you say you will to keep things running on time and on track.
• Clear Communicator: You're honest, consistent, and able to translate complexity into simple actions.
• Outcome-Focused: You keep your eye on the goals of client satisfaction, service delivery, and team performance.

Why You'll Love This Role

• Straightforward Impact: Lead a team that makes a measurable difference to client and business outcomes.
• People-Focused: Work with a team of professionals who value clarity, accountability, and doing a good job.
• Room to Grow: Get support to develop your leadership capability and grow into more senior roles.

What's in it for you

Working at Recoveriescorp, you will have access to employee discounts, income protection insurance, 24/7 EAP support, discounted health insurance + health and wellness initiatives, an annual unplugged day to support your wellbeing and cultural holiday swap to celebrate the days that mean the most to you.

To ensure your development you will have access to learning & development programs. You may also have the opportunity to progress your career into support and leadership roles or other roles across the organisation that suit your desired career path.

Apply Now For a confidential discussion reach out to Danielle_Stanton@symbos.com.au.

About Us

Recoveriescorp, part of the Symbos group of companies, has been operating in the contact centre space for over 30 years. Our mission is to help communities build financially sustainable futures through successful and socially responsible credit experiences and we're pleased to see our people live this mission everyday

We understand that in order to achieve our mission, we must engage a workforce that represents the diverse communities and customers we support across Australia and New Zealand.

That's why we are committed to ensuring everyone is treated fairly, with respect and provided with inclusive and equal employment opportunities. We encourage applications from people of all ages, nationalities, abilities and cultures including indigenous peoples; people from culturally diverse backgrounds; people with disabilities and all members of the LGBTQIA+ community.

Seniority level

• Mid-Senior level

Employment type

• Full-time

Job function

• Finance, General Business, and Management

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