The Opportunity
Reporting into senior leadership, you will lead Team Leaders and a broader frontline team responsible for delivering high-quality customer interactions across inbound and outbound channels.
You'll play a key part in:
* Driving performance across service, quality and compliance KPIs
* Coaching and developing leaders to build a high-performing, engaged team
* Managing escalations and supporting complex customer matters
* Embedding best practice processes and service standards
* Supporting system optimisation and CRM utilisation
* Leading operational projects aligned to business strategy
* Strengthening training, QA and succession planning frameworks
About You
* Proven leadership experience within a contact centre or customer engagement environment
* Strong people leadership skills, with experience coaching leaders and frontline teams
* Operational expertise across KPIs, workforce planning, forecasting and reporting
* Experience leading teams through change and system improvements
* Confident managing escalations, quality standards and compliance
* Excellent communication skills, with the ability to influence stakeholders at all levels
* Experience with Microsoft Dynamics CRM (or similar enterprise platforms) will be highly regarded
What's On Offer
* Fixed‐term contract through to June 2027
* Salary package of $130k + Super
* Hybrid working (2 days WFH)
* Standard business hours
* Opportunity to lead a well‐established team through meaningful transformation
* Supportive senior leadership and a values‐driven culture
How to apply
To be considered, please submit your resume by clicking the \"APPLY\" button! For any specific questions, please contact Lauren at SMAART Recruitment at .
Only shortlisted candidates will be contacted.
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