Contact Centre Manager

Macquarie Park, NSW
Permanent
Full-time

4 days ago

Why Optus?We are a business fuelled by optimism, unwavering customer focus, and a team of outstanding individuals.And that's where we come in.... "the outstanding individuals" part!We don’t sit back and wait for the future to happen, we are out there crafting our own path through new technology, innovation, and investment. We are truly a challenger brand, with challenger spirit.A unique opportunity has opened for an experienced leader to take the reins of the Financial Portfolio and lead a high-impact team focused on growth, service excellence, and operational performance.This position offers the chance to influence strategy, develop talent, and build a top-tier customer engagement function across multiple locations. You'll be leading from the front, setting the tone for success while driving results through people, data, and service excellence.What You'll Be Doing:

Leading the Optus Brand across network with partnering vendors
Building and developing a high-performing customer engagement and call centre supporting services
Driving revenue through structured sales planning, coaching, and KPI delivery
Championing a customer-first mindset and embedding continuous improvement practices
Leveraging data and analytics to monitor performance and identify opportunities
Collaborating with cross-functional stakeholders to align with broader goals

What You'll Bring:

Strong leadership experience across sales, service, or operational environments
Proven success in managing distributed teams and scaling performance
Analytical mindset with a deep understanding of metrics, CRM systems, and reporting
Passion for coaching, development, and fostering a culture of accountability
Excellent interpersonal and communication skills, with the ability to influence at all level

Why Consider This Role

Strategic influence across a visible growing area of managing Contact Centres
Autonomy to shape team culture and drive real outcomes
Leadership team that values innovation, ownership, and people development

This is a senior leadership opportunity for someone ready to make a meaningful impact. If you're passionate about leading teams, getting results, and delivering exceptional service outcomes, we'd love to hear from you.Optus is a place where we let you do you. We offer a range of benefits including:

3 days in the office, 2 days remote – with flexible hours to suit!
Inclusive carer-neutral paid Parental Leave of up to 16 weeks
Competitive leave including 2 'Connected Leave' Days
All Optus colleagues can access resources, webinars, and support through the ‘Parents at Work portal’
Own your own growth by accessing an extensive online and facilitator-led learning catalogue
Connect at work through our colleague-led volunteer groups: Culture Connect, Elevate Women, Disability Network, Express Yourself (LGBTQIA+), United Veterans, Yarn Network, Wellbeing Network, and Young Professionals
Vibrant campus life, variety of facilities including restaurants, cafes, gymnasium, GP, and post office
Free Optus bus from Macquarie University Metro Station (every 6-8 minutes); morning and afternoon!

Curious about our culture? Go behind the scenes with our people by searching #OptusLife on LinkedIn!

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