Contact Centre Manager

About the Company

Datacom works with organisations and communities across Australia and New Zealand to make a difference in people’s lives and help organisations use the power of tech to innovate and grow.

Responsibilities

• Serve as the key operational contact, ensuring readiness and continuity
• Communicate clearly with teams, manage change, and provide business updates
• Drive engagement strategies for leaders and frontline contact centre staff
• Coach and support Team Leaders in their roles and career development
• Monitor performance, recommend improvements, and implement action plans
• Ensure adherence to approved SOPs and business processes
• Analyse data to uncover insights and root causes
• Present performance updates and action plans to senior stakeholders
• Prepare weekly and monthly performance reports for executive forums
• Foster a positive team culture aligned with Datacom values

Requirements

• Must be an Australian Citizen
• Ability to obtain and hold a Security Clearance
• Proven leadership in BPO contact centres
• Extensive experience in complex contact centre operations
• Strong administrative skills and attention to detail
• High emotional intelligence and cultural awareness
• Strong stakeholder engagement and influencing skills
• Strategic mindset with the ability to lead and motivate Team Leaders
• Strong analytical and problem-solving abilities
• Excellent communication and relationship-building capabilities