Contact Centre Manager - Outbound Sales

Are you an experienced Call Centre Manager who thrives on building high-performing teams, driving results through data, and creating an exceptional employee experience?
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 

About You: We're looking for a confident and proactive leader who enjoys taking ownership and making things happen.

• 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

Experience within fundraising, membership, subscriptions, telecommunications, insurance, utilities, or other high-volume outbound sales environments will be highly regarded.

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

This is an opportunity to join an organisation that genuinely invests in its people, values initiative, and rewards those who make an impact.
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