National Contact Centre Operations Manager

3 weeks ago

Brisbane, Queensland, Australia Itoh Talent Partners Full time

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Itoh Talent Partners are excited to bring this operational leadership opportunity to market on behalf of our client, a highly regarded organisation within the healthcare sector.

We are seeking a National Contact Centre Operations Manager to drive the performance, scalability, and innovation of a multi-site contact centre network. This pivotal role will lead a nationally distributed team of Contact Centre Team Leaders and oversee a workforce that supports patients and internal clinical teams.

You'll be responsible for embedding best practice in workforce planning, service delivery, quality assurance, and customer experience while ensuring operational efficiency across hybrid work environments. As a key member of the leadership team, you will partner closely with customer experience, digital, and IT stakeholders to uplift capability, embed data-driven decision making, and implement transformative technology solutions.

Key Responsibilities:

  • Lead the national operations of a high-volume, contact centre across multiple sites.
  • Drive operational excellence, workforce planning, and customer experience strategies.
  • Collaborate with internal and external partners to optimise digital solutions and service delivery.
  • Inspire, develop, and grow a team of leaders in a purpose-driven, patient-focused environment.
About you:

We are looking for an accomplished and hands-on operational leader with a strong background in contact centre management. This is not a role where you'll simply set strategy from a distance; we're seeking someone who thrives on being in the detail, actively engaging with teams, and driving day-to-day performance across a complex, multi-site and hybrid workforce.

Your leadership style will be people-first, with a strong emphasis on coaching, capability building, and succession planning. You will be skilled in navigating complex, multi-site operations, including hybrid workforces, and experienced at embedding structure, consistency, and accountability across diverse teams.

You will have a deep understanding of workforce planning, performance optimisation, and data analytics, using insights to drive informed decision-making and continuous improvement. Your experience with telephony platforms, CRM systems, and digital solutions will enable you to uplift service delivery, innovate processes, and enhance the patient experience.

If you're ready to make a meaningful impact in a growing healthcare organisation, we'd love to hear from you.Unlock job insights

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