Director - Contact Centre Services

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Optus forges its path with new technology, innovation, and investment as a challenger brand.

As Director - Contact Centre Services, you will hold a pivotal role leading out contact centre managed service operations for our Enterprise and Business clients. You'll represent Optus in the industry and engage with C-level clients across Australia. You will collaborate with sales and product teams to grow market share and transform contact centre services and operations to deliver exceptional technical support and customer outcomes.

What you'll be doing

- Leading a team of contact centre technologists, supporting innovative ways of working and a culture of continual learning.
- Overseeing the support all of Enterprise and Business contact centre managed services clients including Federal Government, in a multi-vendor environment.
- Managing the delivery of services to customer contracts, ensuring compliance with service levels and contractual deliverables.
- Ensuring industry-standard methodologies are followed and promoting the implementation of automation, efficiencies, and continuous service improvements.
- Drive market growth through service differentiation and innovative service offerings.

We're looking for a leader with a proven record in contact centre managed services and delivering operational excellence. You'll combine strategic vision with hands-on execution, driving process improvement, simplification, and margin growth while fostering strong vendor and customer relationships.

- Outstanding ability in developing and implementing effective short and long-term strategies for managing contact centre technologies and solutions.
- Proven experience in leading large teams and developing strong vendor relationships and promoting service differentiation.
- Exceptional communication skills with the ability to build trusted relationships at senior and C-suite levels.
- Demonstrated ability to drive innovation and implement automation in technical operations.
- Proficient in industry standard methodologies (DevOps, ITIL) and a dedication to continuously improving services.
- Experience managing 24 x 7 operations across multiple global locations, focusing on efficiency, performance, and customer service levels.

Perks we love at Optus

- 3 days in the office, 2 days remote – with flexible hours to suit
- Inclusive carer neutral paid Parental Leave of up to 16 weeks
- Competitive leave including 2 'Connected Leave' days
- All Optus colleagues have access to resources, webinars, and support via the 'Parents at Work portal'
- Own your own growth by accessing an extensive online and facilitator led learning catalogue.
- Connect at work through our colleague-led volunteer groups: Culture Connect, Elevate Women, Disability Network, Express Yourself (LGBTQIA+), United Veterans, Yarn Network, Wellbeing Network and Young Professionals.
- Vibrant campus life, variety of facilities including restaurants, cafes, gymnasium, GP, and post office
- Free Optus bus from Macquarie University Metro Station (every 6-8 minutes); morning and afternoon

Keen to see what it's really like to work at Optus? Search #OptusLife on LinkedIn to go behind the scenes

At Optus, we are strengthened by others and that means valuing diversity and saying 'yes' to embracing individual differences. We are committed to ensuring that our application process provides an equal employment opportunity to all job seekers, including individuals from diverse gender, cultural and linguistic backgrounds, individuals with a disability, individuals identifying as being part of the LGBTQIA+ community, individuals who may have served in the armed forces or who identify as Aboriginal and/or Torres Strait Islander. We also want to do our best to make our recruitment process inclusive. If you require any adjustments or accessibility support to participate fairly and equitably in the recruitment process, please email AccessibleRecruitment@optus.com.au or call 1800 309 170. We're here to help. When you contact us, please advise your preferred method of contact and we will be in touch within 48 hours.

For more information on Diversity, Inclusion & Belonging at Optus, please visit https://www.optus.com.au/about/inclusion-diversity.

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