# Contact Centre & Call Centre Professionals

> Hire Resolve.com · Australia (Remote) · Full-time · Posted 2025-12-30

**Salary:** AUD 95,000–160,000

**Workplace:** remote

**Department:** Information Technology

## Description

**Hire Resolve is assisting call centre and contact centre organisations in hiring experienced call centre professionals** for multiple mid–senior opportunities across customer operations, service delivery, sales performance, and contact centre leadership. This is a **multi-role opportunity** spanning operations management, team leadership, quality assurance, training, workforce management (WFM), customer experience (CX), and performance optimisation—with clear progression toward **senior leadership roles** (Senior Manager, Head of Contact Centre, and Director-level positions).

### Key Responsibilities

-   Lead and optimise day-to-day contact centre operations across voice, email, chat, and digital channels
-   Manage team leaders/supervisors and drive performance through coaching, KPIs, and structured scorecards
-   Improve customer experience outcomes (CSAT, NPS, first contact resolution) while balancing efficiency, cost-to-serve, and service levels
-   Partner with WFM to manage forecasting, scheduling, real-time adherence, occupancy, and capacity planning
-   Implement QA frameworks, calibration routines, root-cause analysis, and continuous improvement initiatives
-   Oversee onboarding, training, and knowledge management to maintain consistent service standards
-   Produce and present performance reporting (AHT, ASA, abandonment, conversion, complaints, attrition) with actionable improvement plans
-   Support contact centre technology adoption (CRM, CCaaS/telephony platforms, diallers, QA tools, analytics/BI)
-   Ensure customer handling and data practices align with internal governance and applicable privacy requirements
-   Maintain a safe working environment aligned with **WHS** expectations, policies, and site procedures

## Requirements

-   **Education/qualifications:** Certificate IV, diploma, or bachelor’s degree preferred (Business, Management, Communications, Analytics, or related). Equivalent experience considered for strong profiles
-   **Experience:** Typically **6–12+ years** in call centre/contact centre environments, including **3–6+ years** in leadership or specialist ownership (Team Leader, Contact Centre Manager, Operations Manager, WFM/QA/Training Manager, Senior Manager)
-   **Core capabilities:**

-   People leadership, coaching, performance management, and change delivery
-   KPI-led operations management and continuous improvement (Lean/Six Sigma exposure beneficial)
-   WFM fundamentals (forecasting, scheduling, real-time management, adherence)
-   Quality assurance, training design, escalations/complaints management, and CX improvement
-   Strong stakeholder management across Operations, IT, Compliance, Sales, and HR

-   **Systems/tools (varies by role):** CRM/case management platforms (e.g., Salesforce, Zendesk, ServiceNow), CCaaS/telephony platforms, diallers, WFM tools, QA platforms, and reporting (Excel/Google Sheets; BI tools)
-   **Work rights:** Candidates must have (or be able to obtain) the right to work in Australia

## Benefits

-   Extra Superannuation - Pension plan
-   Unpaid Extended Leave
-   Training & Development

## Apply

[Apply at Hire Resolve.com](https://apply.workable.com/hire-resolve-the-top-recruitment-agency/j/285EF62630/apply)

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