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Service Manager
2 weeks ago
Lead. Motivate. Elevate
Are you a passionate people leader with a background in customer service and call center operations? Do you thrive in fast-paced, high-volume environments where every day brings something new?
Jobwire Australia is currently recruiting a Service Manager—Customer Support for a leading business located on Sydney's North Shore. This permanent, full-time role is ideal for someone who's not only confident managing people but is also committed to building team capability, streamlining service delivery, and elevating customer experience.
About the Role
Reporting directly to the Manager of Customer Service Delivery, you'll be responsible for leading a team of approximately 40 staff within a 7-day service operation (6am–12am). Your core focus will be:
- End-to-end service delivery and ticket management
- Staff performance and development
- Call centre operations and escalation management
- Process improvement and service enhancement
- Reporting, analytics, and SLA compliance
- You'll also oversee two team leaders and one service center team member and play a key role in mentoring them for future growth.
- Monday to Friday | 9am – 5pm (flexibility required)
What We're Looking For
- Proven leadership experience in a call centre or customer support environment
- Strong interpersonal and people management skills – comfortable handling HR discussions, performance reviews, and team development
- Ability to lead in a fast-paced, high-demand setting
- Excellent organisational and communication skills
- A team player who thrives in a close-knit, collaborative environment
- A strong understanding of service delivery metrics and SLAs
- Solid reporting and analytical ability
- Flexibility to occasionally assist with evening operations as required
Why This Role?
This is not just another call centre management role – it's an opportunity to make a real impact in a growing, dynamic organisation. You'll be instrumental in shaping service strategies, improving internal processes, and nurturing future leaders within your team. For the right person, there is genuine opportunity for growth and career advancement.
Ready to step up into a leadership role with real purpose and people impact?
Apply Now with your resume, and let Jobwire Australia guide you through the process, or for more information reach out to Denise -
