This is a senior leadership opportunity overseeing a large, multi-channel customer engagement function during a significant period of transformation and operational uplift.
If you’re a strong contact centre leader who thrives on balancing people leadership, performance and continuous improvement, this is a genuinely high-impact opportunity.
The Opportunity
Reporting into senior leadership, you will lead Team Leaders and a broader frontline team responsible for delivering high-quality customer interactions across inbound and outbound channels.
You’ll play a key part in:
- Driving performance across service, quality and compliance KPIs
- Coaching and developing leaders to build a high-performing, engaged team
- Managing escalations and supporting complex customer matters
- Embedding best practice processes and service standards
- Supporting system optimisation and CRM utilisation
- Leading operational projects aligned to business strategy
- Strengthening training, QA and succession planning frameworks
You’ll be a visible and hands-on leader who can step into the detail when needed, while also thinking strategically about how to elevate the broader customer experience.
About You
- Proven leadership experience within a contact centre or customer engagement environment
- Strong people leadership skills, with experience coaching leaders and frontline teams
- Operational expertise across KPIs, workforce planning, forecasting and reporting
- Experience leading teams through change and system improvements
- Confident managing escalations, quality standards and compliance
- Excellent communication skills, with the ability to influence stakeholders at all levels
- Experience with Microsoft Dynamics CRM (or similar enterprise platforms) will be highly regarded
You lead with clarity, accountability and optimism, and know how to create an environment where people perform at their best.
What’s On Offer
- Fixed-term contract through to June 2027
- Salary package of $130k + Super
- Hybrid working (2 days WFH)
- Standard business hours
- Opportunity to lead a well-established team through meaningful transformation
- Supportive senior leadership and a values-driven culture
How to apply:
To be considered, please submit your resume by clicking the "APPLY" button!
For any specific questions, please contact Lauren at SMAART Recruitment at laurenc@smaart.com.au
**Only shortlisted candidates will be contacted **
