Technical Manager | Contact Centre Technology & Leadership
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Role Overview
We are seeking a Manager in the Contact Centre space. You could have previously had any of the following job titles
- Technical Support Manager
- Technical Manager
- Operations Manager
- Service Delivery Manager.
In this position, you will manage a team of Engineers to drive the timely resolution of incidents, implement changes, and ensure continuous service improvement. You will be working closely with key personnel within a handful of customers across the Financial Services and Government domains.
This role is focused on CCaaS, UCaaS and Contact Centre support, so experience in this domain is significant.
Key Responsibilities
- Operational Leadership: Meeting client Service Levels (SLAs) and ensuring KPIs are met, while forecasting engineering efforts for project delivery.
- Team Development: Lead, coach, and mentor staff. Manage recruitment, retention, and training needs to ensure technical capability.
- Incident & Escalation Management: Act as the primary escalation point for critical incidents, managing communication with Directors and Heads Of departments to resolve complex issues.
- Stakeholder Engagement: Build strong relationships with vendors, sales teams, and customer delivery teams to ensure end‑to‑end service delivery.
Key Requirements
- Experience: Contact Centre experience is essential, ideally working with clients within Government or Financial Services Industries
- Methodology: ITIL experience is preferred but not essential
- Skills: Exceptional crisis management, conflict resolution, and analytical problem‑solving skills.
Benefits
- Career Growth: Opportunity to be recognised as an authority in your field with defined career paths and leadership development.
- Innovation: A role that encourages "thinking outside the box" to drive strategic organisational growth.
- Impact: Work with high‑profile clients, including State Government, Banking, and Retail sectors.
- Culture: Join a supportive environment focused on recognition, coaching, and employee engagement.
Next Steps
If you are a strategic leader ready to transform technical operations, apply today.
Desired Skills and Experience
- Contact Centres
- Leadership
- Management
- ITIL
- Problem Management
Seniority level
Mid‑Senior level
Employment type
Full‑time
Job function
Information Technology
Industries: Information Services, Technology, Information and Internet, and Telecommunications Carriers
Location: Sydney, New South Wales, Australia
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