Contact Centre & Call Centre Professionals

Job description

# Contact Centre & Call Centre Professionals > Hire · Newcastle, Australia · Full-time · Posted 2026-01-05 **Salary:** AUD 95,000–160,000 **Workplace:** on_site **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 ](https://apply.workable.com/hire-resolve-the-top-recruitment-agency/j/5BD387B26B/apply) --- Powered by [Workable](https://www.workable.com)