It starts with YES
Optus is a challenger brand committed to technology, innovation, and investment.
As the Director - Contact Centre Services, you will lead our contact centre managed service operations for Enterprise and Business clients. You will represent Optus in the industry, engaging with C-level clients across Australia. Collaborating with sales and product teams, you will help grow market share and transform contact centre services to deliver exceptional technical support and customer outcomes.
What you'll be doing
* Leading a team of contact centre technologists, fostering innovative work practices and a culture of continuous learning.
* Overseeing support for all Enterprise and Business contact centre managed services clients, including Federal Government, in a multi-vendor environment.
* Managing service delivery to meet contractual service levels and obligations.
* Implementing industry-standard methodologies, automation, efficiencies, and continuous service improvements.
* Driving market growth through service differentiation and innovative offerings.
We seek a leader with proven experience in contact centre managed services and operational excellence. You will combine strategic vision with hands-on execution, driving process improvements, simplification, and margin growth while maintaining strong vendor and customer relationships.
* Ability to develop and implement effective strategies for contact centre technologies and solutions.
* Experience leading large teams and fostering strong vendor relationships.
* Excellent communication skills, capable of building trusted relationships at senior and C-suite levels.
* Proven ability to drive innovation and automation in technical operations.
* Familiarity with industry methodologies (DevOps, ITIL) and a commitment to service improvement.
* Experience managing 24/7 operations across multiple global locations, focusing on efficiency and customer service.
Perks we love at Optus
* Flexible work: 3 days in the office, 2 days remote.
* Inclusive parental leave of up to 16 weeks.
* Additional leave options, including 'Connected Leave' days.
* Resources and support via the 'Parents at Work portal'.
* Access to extensive online and facilitator-led learning.
* Participation in employee-led volunteer groups and vibrant campus facilities.
* Free bus service from Macquarie University Metro Station.
Curious about working at Optus? Search #OptusLife on LinkedIn for behind-the-scenes insights
At Optus, we value diversity and are committed to equal employment opportunities for all, including those from diverse backgrounds and with disabilities. If you need adjustments during the recruitment process, contact or call. Please specify your preferred contact method. For more on our Diversity, Inclusion & Belonging initiatives, visit
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