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Contact Centre Leader

2 weeks ago

Sydney, New South Wales, Australia beBeeInnovation Full time $150,000 - $200,000
Lead Contact Centre Services

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We are a challenger brand forging our path with new technology and innovation.

You will lead contact centre managed service operations for Enterprise and Business clients. You will represent us in the industry and engage with C-level clients across Australia.

Key Responsibilities:

  • Lead a team of contact centre technologists who support innovative ways of working and a culture of continual learning.
  • Oversee support for all Enterprise and Business contact centre managed services clients in a multi-vendor environment.
  • Manage the delivery of services to customer contracts, ensuring compliance with service levels and contractual deliverables.
  • Ensure industry-standard methodologies are followed and promote the implementation of automation, efficiencies, and continuous service improvements.
  • Drive market growth through service differentiation and innovative service offerings.

Requirements:

  • Proven record in contact centre managed services and delivering operational excellence.
  • Combine strategic vision with hands-on execution, driving process improvement, simplification, and margin growth.
  • 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 dedication to continuously improving services.

Benefits:

  • Flexible work arrangement with 3 days in the office and 2 days remote.
  • Inclusive carer-neutral paid parental leave of up to 16 weeks.
  • Competitive leave including 2 'Connected Leave' days.
  • Resources and webinars via the 'Parents at Work portal.'
  • Extensive online and facilitator-led learning catalogue.
  • Vibrant campus life with variety of facilities, including restaurants, cafes, gymnasium, GP, and post office.
  • Free bus from Macquarie University Metro Station every 6-8 minutes.

We value diversity and embrace individual differences. We provide an equal employment opportunity to all job seekers and want to make our recruitment process inclusive. If you require any adjustments or accessibility support, please email AccessibleRecruitment@optus.com.au or call 1800 309 170.