Contact Centre Leader

2 hours ago

Sydney, New South Wales, Australia beBeeDirector Full time $100,000 - $150,000

Lead Contact Centre Operations

We are seeking a skilled and experienced leader to oversee our contact centre managed service operations for Enterprise and Business clients.

Key Responsibilities:

  • Manage a team of contact centre technologists and foster innovative work practices and a culture of continuous learning.
  • Oversee support for all Enterprise and Business contact centre managed services clients, including Federal Government, in a multi-vendor environment.
  • Deliver high-quality service to meet contractual service levels and obligations.
  • Implement industry-standard methodologies, automation, efficiencies, and continuous service improvements.
  • Drive market growth through service differentiation and innovative offerings.

We require a proven leader with experience in contact centre managed services and operational excellence. You will combine strategic vision with hands-on execution, driving process improvements, simplification, and margin growth while maintaining strong vendor and customer relationships.

  • Able to develop and implement effective strategies for contact centre technologies and solutions.
  • Experience leading large teams and fostering strong vendor relationships.
  • Excellent communication skills, capable of building trusted relationships at senior and C-suite levels.
  • Proven ability to drive innovation and automation in technical operations.
  • Familiarity with industry methodologies (DevOps, ITIL) and a commitment to service improvement.
  • Experience managing 24/7 operations across multiple global locations, focusing on efficiency and customer service.

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