We're partnering with a fast-growing national organisation seeking a commercially minded leader to take ownership of its outbound contact centre operation during an exciting period of growth.
This is more than a traditional management role. You'll have the opportunity to shape strategy, influence processes, optimise performance, and play a key role in scaling the operation over the coming years.
The Opportunity: Leading an established outbound sales contact centre, you'll be responsible for driving performance, improving efficiencies, and creating the framework for future growth.
With strong executive support and a genuine appetite for innovation, you'll have the autonomy to review current systems, challenge existing processes, and implement new ideas that improve outcomes for both customers and employees.
- Leading, coaching and developing a team of outbound sales consultants
- Assist with workforce planning/forecasting
- Monitoring and improving dialler performance and contact strategies
- Analysing performance data and conversion metrics to drive decision-making
- Reviewing and enhancing operational processes and technology
- Developing training, onboarding and coaching frameworks
- Building a high-performance culture focused on engagement and accountability
- Partnering with senior leadership to support growth initiatives
- Attending stakeholder meetings and presenting operational insights to clients
- Previous experience managing a contact centre in an outbound sales environment
- Strong workforce planning and forecasting capability
- Experience using dialler platforms and contact centre technology
- A data-driven approach to decision making
- Proven coaching and leadership experience
- Excellent communication and stakeholder management skills
- The confidence to identify opportunities and implement change
- A hands-on leadership style and strong commercial acumen
What's On Offer:
- Salary of up to $140,000 + Super
- Flexible and hybrid working arrangements
- Melbourne CBD office with 2 days WFH (work-from-home)
- Genuine autonomy to influence and improve the operation
- Strong career progression opportunities
- Supportive and highly engaged leadership team
- A collaborative, values-driven culture
- Regular team events, celebrations and company-wide social activities
If you're ready to take ownership of a growing operation and leave your mark, we'd love to hear from you. For any specific questions, please contact Stephanie on stephanie@smaart.com.au
