Call Centre Operations Director

2 weeks ago

Tweed Shire Council, Australia beBeeLeadership Full time $83,290 - $105,190

Lead the delivery of exceptional customer support at a call centre.

About the Role:

You will oversee the day-to-day operations of a CSL team, ensuring timely and participant-centred support. Your focus will be on rostering, workforce planning, KPIs and team coaching to guarantee quality and responsiveness across all calls, appointment bookings and escalations.

  • Direct and support the CSL team to meet service targets and participant satisfaction goals
  • Manage rosters, scheduling, service levels and call handling metrics
  • Coach, develop and empower your team with regular feedback and clear development pathways
  • Oversee compliance with systems and frameworks
  • Collaborate across teams to drive excellence, resolve escalations and implement process improvements

Key Requirements:

  • Proven experience leading call centre teams in a fast-paced environment
  • Strong leadership, coaching and performance management skills
  • Confidence with reporting and service quality monitoring
  • A positive and adaptable mindset and ability to manage through change and disruption

What We Offer:

  • Not-for-profit salary packaging, meal and entertainment salary sacrifice, and wellbeing and wellness programs
  • Extensive discounts available on everyday purchases and financial tips and services
  • Private Health Insurance Discount
  • Employee Assistance Program (EAP)
  • Paid Parental Leave and Cultural Leave for eligible employees
  • All technology and equipment provided

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