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Contact Centre Services Leadership Role
3 weeks ago
We are seeking a seasoned leader to drive the growth and transformation of our contact centre managed services for Enterprise and Business clients in Australia.
- Lead a team of contact centre technologists, fostering 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.
- Implement industry-standard methodologies, automation, efficiencies, and continuous service improvements.
- Drive market growth through service differentiation and innovative offerings.
The ideal candidate will have proven experience in contact centre managed services and operational excellence. They will combine strategic vision with hands-on execution, driving process improvements, simplification, and margin growth while maintaining strong vendor and customer relationships.
- Ability 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.
Responsibilities include but not limited to managing day-to-day operations, ensuring timely resolution of customer issues, and identifying areas for improvement. Strong leadership and analytical skills are essential for this role.
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