Contact Centre Manager

Key Responsibilities

• Lead the day-to-day operations and resourcing of the prospective student contact centre.
• Manage and support two Team Leaders responsible for frontline service delivery.
• Provide leadership to a casual workforce of approximately 30–40 employees.
• Ensure enquiries received by telephone, email and live chat are answered within agreed service levels.
• Oversee lead follow-up and outbound campaigns designed to improve student conversion.
• Build a customer-focused culture centred on responsive, accurate and high-quality service.
• Establish clear performance metrics, expectations and accountability across the team.
• Monitor and report on operational performance, conversion outcomes and return on investment.
• Identify and implement improvements to workflows, systems, processes and procedures.
• Develop training programs, resources and support materials to strengthen team capability.
• Support the adoption of Salesforce and new ways of working.
• Manage improvement projects within agreed timeframes and budgets.
• Work collaboratively with internal stakeholders and external recruitment partners to achieve targets.
• Approve timesheets and act as the key contact for workforce billing matters.
• Ensure compliance with relevant workplace health and safety and equal employment opportunity requirements.

About you

You are an experienced contact centre leader who can quickly establish credibility, provide structure and guide a large team through change.
To succeed in this role, you will bring:

• Demonstrated experience managing a high-volume contact centre.
• Strong people leadership and operational management capability.
• Experience managing Team Leaders and a sizeable casual or flexible workforce.
• The ability to establish meaningful metrics, performance standards and clear accountability.
• Experience across both inbound customer service and outbound conversion or follow-up campaigns.
• Proficiency with Salesforce or a comparable CRM platform.
• A commercially minded approach, balanced with a genuine commitment to customer service.
• Strong analytical skills and the ability to use data to identify opportunities and improve performance.
• The confidence to step into a temporary leadership role and make an immediate contribution.
• Experience within Australian higher education or student recruitment will be highly regarded but is not essential.

You will join a friendly and welcoming university environment with a collaborative, community-focused culture. The role is primarily office-based at a well-connected Sydney campus close to public transport, with some flexibility potentially available.

If you are an accomplished contact centre manager who enjoys developing teams, strengthening operations and leading through periods of change, we would welcome your application.