Job Title: Contact Centre Performance & Capability Lead
About the Role:
We are seeking an ambitious and experienced Contact Centre Performance & Capability Lead to architect the future of our contact centre operations.
This is your chance to design, build and embed best-in-class Quality Assurance (QA), Workforce Management (WFM), reporting, change management and capability frameworks from scratch.
You will be the pivotal leader who uplifts team performance, drives continuous improvement and partners directly with senior leadership to cement an exceptional customer experience.
Main Responsibilities:
* Design and implement the Contact Centre QA program, workflows and capability frameworks
* Deliver reporting, analytics and insights to drive performance and operational decision-making
* Develop and deploy process improvement initiatives that increase efficiency and remove friction
* Schedule: Monday to Friday, 8-4pm or 9-5pm - your choice
Requirements:
* Proven experience in a contact centre environment across QA, WFM, performance, capability or reporting
* Strong analytical skills with advanced proficiency in Excel/Sheets
* Ability to collaborate across departments and influence operational outcomes
* Confident problem-solver who can operate autonomously and navigate ambiguity
* Experience with Salesforce or Amazon Connect is highly regarded but not essential
* Excellent communication skills with the ability to manage multiple projects and lead through change
What We Offer:
Competitive salary package, training & career progression
Fun, casual work environment where shoes are optional
Flexible work hours
Regular social get togethers
Staff travel discounts on air travel, accommodation and holidays
$1,040 per annum of Subsidised gym memberships & corporate Fitness Passport access
Novated leasing and salary packaging available
Employee Assistance Program
Savings and discounts on groceries, shopping, entertainment and more
Volunteer leave as part of giving back to the local community
Generous parental leave support program with paid superannuation during paid & unpaid parental leave