Contact Centre Operations Manager

Based in the Victorian Contact Centre location
- Bring your experience to a fast-growing, industry leading organisation
- Highly attractive salary package
- Benefits - FREE GYM MEMEBERSHIP

**The Role**

The **Contact Centre Operations Manager** is responsible for leading all contact centre operations, day-to-day performance, team leadership, and service excellence across all Belgravia Leisure contact centre locations. Reporting directly to the Head of Guest Experience for Belgravia Leisure you will be responsible for achieving key operational KPIs, the role ensures high-quality customer experiences while identifying opportunities to optimise processes and support future growth. Working closely with internal stakeholders, this role fosters a culture of accountability, continuous improvement, and scalable service delivery.

Your previous experience in customer service and leading a contact centre will see you succeed in this role. With 3 established contact centres in Queensland, Victoria, you will excel in overseeing the operations and manage your leadership team.

While this role is a FULL TIME Fixed term 12-month contract, there is a possibility of ongoing opportunities within this large and growing business for the right incumbent.

**Key Accountabilities**
- Manage the daily operations of three contact centre locations across aquatics, fitness, and holiday park services, ensuring consistent and high-quality service delivery across inbound, outbound, and digital channels.
- Achieve key KPIs including service levels, conversion rates, customer satisfaction, and first contact resolution across a diverse portfolio of offerings.
- Coach, develop, and empower team leaders and frontline staff to maintain high engagement, capability, and performance standards.
- Ensure optimal resourcing through effective forecasting, rostering, and real-time management aligned to seasonal demand and service requirements.
- Identify and implement improvements to contact centre systems, workflows, and processes enhance efficiency and user experience.
- Partner with internal teams (marketing, operations, CX, etc.) to align priorities, support campaigns, and provide insights through accurate and timely reporting.

**About you**

ESSENTIAL:

- Experience leading contact centre teams
- Extensive experience with CcaaS solutions i.e.. (Genesys Cloud)
- Strong experience using the Microsoft Stack
- Advanced experience in MS Suite including Teams
- Be present, accessible and available to team members (based in the contact centre)
- Ability to work independently and in a team environment
- To participate in and deliver ongoing training
- Strong interpersonal skills and the ability to communicate with a diverse range of stakeholders
- Strong computer-based sales system knowledge
- Current First Aid Certificate (Level 2) and CPR
- Current Working with Children Check (or equivalent) National Police Check

DESIRABLE:

- Similar experience in a fast paced, multi-faceted front facing leadership role
- Experience with a computer-based point of sale system

**About us**

**Belgravia Leisure** is part of the Belgravia Health and Leisure Group (BHLG) and is the fastest growing leisure organisation in Australia. Our core areas of business and facilities stewardship include health clubs, wellness and spa, golf, aquatic and sporting venues in 250 locations across Australia and New Zealand.

**If you've been looking for a role where you can bring your contact centre leadership & management experience to the table and make a real difference, we’d love to hear from you**

We will provide innovative recruitment strategies to remove any barriers that may prevent potential suitable applicants. These includes:

- Allowing a support person during an interview

We value diversity and encourage people from different backgrounds to apply, including Aboriginal and Torres Strait Islander peoples, people from culturally and linguistically diverse (CALD) backgrounds, people of any age or gender, people identifying as lesbian, gay, bisexual, trans and gender diverse, intersex and/or queer (LGBTIQA+) and people with disability

We are committed to providing a child safe environment. Please refer to our child safety framework. **Successful applicants will be required to obtain a national police check and a Working with Children check.