Contact Centre Manager

About the role

FlipAbout is seeking an experienced Contact Centre Manager to lead its customer‑facing support function in Sydney. You will be responsible for the performance, development, and operational effectiveness of the contact centre, ensuring customers receive outstanding service across every interaction.

Key responsibilities

• Lead and develop Team Leaders and frontline customer service agents, fostering a high‑performance, accountable culture.
• Oversee daily operations across phone, email, chat and other channels, meeting service level, response time, quality and productivity targets.
• Monitor workforce requirements, collaborate on forecasting and resource planning, and create reporting frameworks for operational visibility.
• Own customer service performance, track satisfaction metrics, and act on feedback, complaints and escalation trends.
• Drive quality assurance programmes, coach staff, and implement process improvements to enhance both customer and team outcomes.
• Work cross‑functionally with operations, product, marketing and leadership to identify efficiency gains and improve customer journeys.

Required profile

• Proven experience managing a contact centre or similar customer‑service operation.
• Strong people‑leadership skills with a track record of developing high‑performing teams.
• Ability to analyse operational data, identify trends and provide actionable recommendations.
• Excellent communication and stakeholder‑management capabilities.

Required skills