Contact Centre Manager (Systems and Team Operations)

About the role

Lifestyle Communities provides affordable, inclusive independent living communities across Victoria. It is looking for a Contact Centre Manager to lead the team at the heart of its customer experience and to shape the systems, automation and AI that power it. The role owns the contact centre end to end, from the people and AI agents to the technology, processes and performance.

Key responsibilities

• Lead, coach and grow the team, using conversation intelligence to coach with specific examples
• Own recruitment, onboarding, performance management and succession, and support the team's development toward handling complex, high-empathy conversations
• Run a single operating model where the team and AI agents share one queue, one set of service standards and one view of performance
• Determine how work is split between AI, preparation for a team member and direct team handling
• Own channel service performance: answer and response times, first contact resolution, abandonment, quality, customer satisfaction and cost to serve
• Manage day-to-day operations and the ongoing roster
• Define the scope, tone and actions of each AI agent, and maintain a quality framework covering human and automated interactions
• Ensure automated conversations meet privacy, disclosure, consent and record-keeping obligations, and that customers can always reach a person
• Turn conversation data, survey themes and complaint patterns into actionable insights, and brief senior leaders on root causes
• Run a visible improvement backlog and report progress against it

Required profile

• Five or more years leading a contact centre, customer service or customer operations team
• Experience deploying, configuring or operating AI in a service environment (conversational agents, automated quality scoring, agent assist, predictive workforce management or conversation intelligence)
• Strong command of contact centre performance: forecasting, capacity planning, service level management, quality frameworks and cost to serve
• Track record of leading teams through significant change and retaining good people
• Current full driver's licence and comfort travelling to communities if required

Required skills

• Fluency with CRM and contact centre platforms and confidence working with the data they produce
• Analytical judgement: moving from a dashboard to a root cause to a decision and explaining it to executives
• Excellent written and verbal communication, including writing standards that an AI agent can learn from

What we offer

• Ongoing professional development and training
• A collaborative and supportive work environment
• Lifestyle Long Weekends and Lifestyle Hours
• Generous paid parental leave