In partnership with a national leader in fleet management and roadside assistance, Cavfield is on the lookout for a dynamic Call Centre Operations Leader to drive service excellence and team performance in a 24/7 environment.Based in Adelaide, this is a rare opportunity to join a purpose-driven organisation that plays a vital role in getting Australians back on the road—safely, efficiently, and with care.What You’ll Be DoingAs the heartbeat of the contact centre, you'll:Lead and mentor a team of supervisors, team leaders and agents to deliver high-impact customer service.Oversee daily operations including workforce planning, shift management, incident resolution, and escalations.Champion service quality by implementing KPIs, coaching programs, and quality assurance frameworks.Collaborate with dispatch teams, franchisees and technical support to ensure fast and effective roadside assistance.Analyse performance metrics and customer feedback to drive continuous improvement.Partner with IT and Systems to ensure tech tools are fit-for-purpose and future-ready.Take a hands-on approach to leadership—supporting, guiding, and inspiring your team day and night.What You BringProven experience in call centre leadership—ideally within a high-volume, customer-first environment.A passion for coaching teams and lifting performance through insight, structure and energy.Strong operational and strategic thinking—you’re just as comfortable in the day-to-day as you are in planning for tomorrow.Exceptional communication and stakeholder management skills.Familiarity with workforce planning, call metrics, and customer service best practice.A calm head under pressure and a solutions-focused mindset.Why This Role?Join a respected national brand known for reliability, speed and customer-first thinking.Lead a team that genuinely makes a difference to people when they need it most.Be part of a growth journey—with room to shape strategy, drive change and elevate performance.Competitive salary, career development, and a positive, values-led culture.Ready to steer your career in a new direction?Apply now or contact Cavfield for a confidential conversation.
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