Director

We are seeking expressions of interest for a temporary Director position to lead a large-scale customer contact centre with up to 150 employees. This role offers the opportunity to shape service delivery, drive operational excellence and lead a diverse workforce in delivering responsive, high-quality service to Queenslanders. If you bring a passion for customer experience, innovation and collaborative leadership in a contact centre context across government or the private sector, we welcome your application.

This position is part of the Department of Customer Services, Open Data and Small and Family Business (CDSB).

As the Director of the Transport Contact Centre, you will be responsible for leading a high-performing, customer-centric contact centre that serves as a critical interface between TMR services and the public. This role demands strategic leadership, operational excellence and a commitment to continuous improvement in service delivery across multiples channels.

About The Role
You will:

• Lead a high-performing, collaborative and customer-focussed team where employees are empowered and proud of the impact they make.
• Drive operational excellence across a large-scale contact centre, ensuring efficient, safe and high-quality service delivery through multiple channels.
• Champion transformation of government services by leading cross-agency initiatives and maintain knowledge of contemporary industry and technology trends to provide high-quality advice on contact centre opportunities relevant to government and business objectives
• Foster a culture of innovation and continuous improvement, using technology and customer insights to enhance service experiences.
• Strengthen strategic partnerships with internal and external stakeholders to increase value in service delivery opportunities.
• Promote workforce development and wellbeing, building a skilled, adaptable and engaged team prepared for evolving service demands.
• Monitor performance and ensure accountability, using data-driven insights to inform decisions and deliver measurable outcomes.
• Develop and implement plans which manage human, physical and financial resources to achieve business outcomes and meet performance targets.
• Ensure compliance and governance, including risk management, data security and workplace safety.

About You
We are looking for a leader who:

• Demonstrates strong leadership in managing complex, high-volume customer service operations, including large and diverse teams.
• Possesses exceptional communication and influencing skills to lead teams, engage stakeholders and deliver results in dynamic and challenging environments.
• Is committed to building and supporting inclusive, safe and high-performing teams.
• Has strong analytical capabilities, using performance data and customer insights to drive innovation and continuous improvement.
• Brings experience in leading organisational change, digital transformation or cross-agency service enhancements.

Why Join Us?

At CDSB, We Offer

• A supportive and inclusive workplace culture.
• Flexible work arrangements to support work-life balance.
• Opportunities for professional development and career progression.
• A chance to contribute to meaningful work that shapes the future of customer service in Queensland.

Important Information

• This is a temporary opportunity for 3 months (with possibility of extension).
• A criminal history check will be conducted prior to appointment.
• Applications will remain current for up to 12 months and may be considered for similar roles.

How To Apply
Submit your resume and response to the online questionnaire. Once you log in and begin your application via the Smart Jobs website, you will be prompted to complete a series of questions as part of the process.

Applications to remain current for 12 months

Occupational group
Customer Service/Call centre