About Our ClientOur client is a global leader in providing technology solutions that enhance community living.Position OverviewWe are currently seeking a highly skilled Contact Centre Manager on behalf of our client. This individual will play a vital role in elevating contact centre service delivery, client account management, and team leadership. Key Responsibilities Build and maintain strong client relationships and ensure service delivery meets expectations. Drive SLA improvements, manage issue resolution, and oversee performance reporting. Lead account management, including financial oversight and commercial negotiations. Inspire and lead teams to achieve KPIs, implementing advanced reporting and technologies. Manage budgets and support business growth, client transitions, and change initiatives. Address escalated issues, conduct performance reviews, and improve customer service processes. Understanding of BPO and contact centre operations. A minimum of 10 years’ experience in small to medium contact centre operations. Proven stakeholder management and relationship-building skills. Experience in leading tech-driven transformation in service delivery. Strong communication and leadership capabilities. Demonstrated ability to drive cultural change and system transitions. Aboriginal and Torres Strait Islander Peoples are encouraged to apply. To apply, please click "Apply" or contact Ali Alpe on 61 3 8628 2166 or ali.alpe@robertwalters.com.au for a confidential discussion. About the job Contract Type: Perm Focus: Call Centre Industry: Call Centre and Customer Service Workplace Type: Hybrid Experience Level: Senior Management Contract Type: Perm Specialism: Call Centre & Customer Service Focus: Call Centre Industry: Call Centre and Customer Service Salary: Negotiable Workplace Type: Hybrid Experience Level: Senior Management Location: Melbourne CBD FULL_TIME Job Reference: 9R7M31-F848774A Date posted: 29 July 2025 Consultant: Ali Alpe melbourne call-centre-and-customer-service/call-centre 2025-07-29 2025-08-28 call-centre-and-customer-service Melbourne CBD Victoria AU 3000 Robert Walters https://www.robertwalters.com.au https://www.robertwalters.com.au/content/dam/robert-walters/global/images/logos/web-logos/square-logo.png true J-18808-Ljbffr
