We are partnering with a leading Queensland organisation to recruit an experienced Change Manager to support the next phase of a major contact centre/telephony upgrade. This is an excellent opportunity for a Change Manager who has previously delivered change within contact centre environments, particularly around customer engagement technologies and operational transformation. Unlike a traditional enterprise change role, this position requires someone who understands the unique challenges of implementing contact management technology and driving adoption across frontline customer service teams. About the Opportunity You'll join an established transformation team supporting the next phase of a successful contact management program. The organisation has already delivered significant improvements and is now expanding capability across workforce management, digital customer channels and contact centre operations. Working alongside project leaders, business stakeholders and an existing Change Analyst, you'll be responsible for ensuring the business is ready for change and that new ways of working are successfully embedded. Key Responsibilities Develop and deliver change management strategies and plans Lead stakeholder engagement across frontline and operational teams Drive business readiness and user adoption activities Deliver communication and training initiatives Partner closely with project managers, business leaders and SMEs Assess change impacts and support transition into business-as-usual Monitor adoption and provide ongoing change support throughout delivery About You We're looking for an experienced Change Manager who can demonstrate experience delivering change across customer service or contact centre environments. You'll ideally bring experience with: Contact centre or customer service transformation programs Contact management technology implementations Genesys implementations or similar contact centre platforms Workforce management or workforce optimisation solutions Omni-channel customer engagement environments Strong stakeholder engagement and communication skills Experience working with operational leaders and frontline teams Candidates with hands-on experience delivering organisational change for contact centre technology implementations will be highly regarded. What's on Offer 12-month initial contract with strong extension potential Hybrid working environment Opportunity to join a well-established transformation program Collaborative and supportive delivery team Competitive daily rate If you're an experienced Change Manager with a background in contact centre transformation and enjoy working closely with operational stakeholders to deliver meaningful change, we'd love to hear from you.
