Contact Centre Manager – HiQ

About the role

The Manager, HiQ (Contact Centre) provides strategic and operational leadership for QUT’s high‑volume contact centre services. Reporting to the Director of Student Engagement, this senior role shapes service design, performance management and technology integration to meet evolving student needs.

Key responsibilities

• Establish and continuously improve core contact‑centre foundations, including workforce capability, service design, quality assurance and enabling technologies.
• Lead day‑to‑day operations while driving long‑term service maturity and capability uplift.
• Collaborate with the Student Engagement leadership team, peer managers and key stakeholders to ensure scalable, integrated service models.
• Build sustainable operating rhythms, embed consistent processes and use data‑driven insights to enhance performance and customer experience.
• Act as senior liaison with specialist service areas and external partners to align operational and technological initiatives.

Required profile

• Australian work rights with ongoing full‑time availability.
• Proven senior leadership experience in high‑volume contact‑centre environments.
• Strong strategic thinking, stakeholder management and data‑driven decision‑making abilities.
• Commitment to supporting Indigenous Australian success and inclusive service delivery.

Required skills

What we offer

• Hybrid work arrangement (on‑site at Gardens Point with remote flexibility).
• Competitive remuneration package: $145,985–$163,281 base salary plus superannuation and leave loading.
• Opportunity to influence a major university’s student engagement services.