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Due to security requirements, applicants with full Australian Citizenship will be considered for this role.
Optus is an Australian telecommunications company, delivering more than 11 million services to our customers every day across mobile, broadband and digital solutions.
Are you ready to lead the transformation of contact centre managed services for one of Australia's most innovative telecommunications companies?
We're seeking an exceptional Director for Contact Centre Services to drive strategy, innovation, and operational excellence across our Enterprise & Business division to deliver outstanding technical support and customer outcomes.
What You'll Do
* Lead strategic customer relationships and executive engagement across Optus Enterprise's contact centre managed services portfolio
* Drive 24x7 operational excellence across a global team of approximately 40 technical specialists and subject matter experts
* Oversee the support of all Enterprise and Business contact centre managed services clients including Federal Government, in a multi‐vendor environment.
* Manage the delivery of services to customer contracts, ensuring compliance with service levels and contractual deliverables.
* Ensure industry‐standard methodologies are followed and promote the implementation of automation, efficiencies, and continuous service improvements.
* Drive market growth through service differentiation and innovative service offerings.
What You Bring
* Experience managing 24x7 operations across multiple global locations, focusing on efficiency, performance, and customer service levels.
* Proven resilience and problem‐solving agility in complex, high‐pressure environments.
* Extensive leadership expertise with a minimum of 15 years of management experience across ICT or Teleco industries in an Enterprise service delivery context.
* Demonstrated ability to manage large complex contracts and objectively manage customer expectations.
The good stuff.
* Competitive remuneration and employee discounts. Make life easier (and more affordable) with $80 monthly credit and 25% off Optus products and unique shopping discounts with our retail partners.
* Flexible working arrangements with opportunities to work three days in the office, two days remote or home.
* Vibrant and collaborative office campus that includes cafes, convenience store, chill‐out zones, GP, post office, gym and on‐site childcare centre.
* Competitive leave policies, including additional 'Connected' days to focus on culture, family, health, community, or whatever's important to you.
* We support growing families with inclusive, carer‐neutral paid parental leave of up to 16 weeks.
* Direct your own development and build future‐ready skills with Optus U's industry‐focused micro‐credentials, developed with La Trobe and Macquarie Universities.
* Build meaningful connections through employee‐led networks and diversity initiatives including Culture Connect, Elevate Women, Disability Network and Express Yourself (LGBTQIA+).
* Put your wellbeing first with free access to counselling and support services, 24/7 — in‐person, by phone, SMS, or video.
* Free Optus bus from Macquarie University Metro Station (every 6‐8 minutes); morning and afternoon.
Keen to see what it's really like to work at Optus? Search #OptusLife on LinkedIn to go behind the scenes!
At Optus, we are strengthened by others and that means valuing diversity and saying 'yes' to embracing individual differences. We are committed to ensuring that our application process provides an equal employment opportunity to all job seekers, including individuals from diverse gender, cultural and linguistic backgrounds, individuals with a disability, individuals identifying as being part of the LGBTQIA+ community, individuals who may have served in the armed forces or who identify as Aboriginal and/or Torres Strait Islander. We also want to do our best to make our recruitment process inclusive. If you require any adjustments or accessibility support to participate fairly and equitably in the recruitment process, please email AccessibleRecruitment@optus.com.au or call 1800 309 170.
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