We are seeking an experienced Call Centre Leader to lead and manage an onshore contact centre team, as well as offshore support teams. This is a hands‑on leadership role responsible for service delivery, team performance, and continuous improvement across a multi‑site, high‑volume hospitality environment.
You will be accountable for ensuring consistent, high‑quality customer service outcomes, while driving operational efficiency and strong team engagement across all locations.
Key Responsibilities
- Lead day‑to‑day operations of the contact centre across onshore and offshore teams
- Manage Team Leaders to achieve service, quality, and productivity KPIs
- Ensure consistent service standards, processes, and customer experience across all locations
- Monitor call volumes, response times, workforce planning, and rostering requirements
- Act as an escalation point for complex operational issues
- Analyse performance data and reporting to identify trends and improvement opportunities
- Drive quality assurance, coaching, and continuous improvement initiatives
- Partner with offshore providers to ensure service levels, cultural alignment, and contractual obligations are met
- Collaborate with internal stakeholders including Operations, HR, IT, and Finance
- Ensure compliance with company policies, privacy obligations, and relevant employment legislation
About You
You are a confident and commercially minded people leader with experience managing contact centre operations across multiple locations. You thrive in a fast‑paced hospitality or service environment and are passionate about delivering outstanding customer experiences.
Skills & Experience
Essential:
- Proven experience leading a call centre or contact centre operation
- Demonstrated experience managing offshore teams or third‑party providers
- Strong people leadership and performance management capability
- Experience working to service level, quality, and productivity KPIs
- Strong communication, problem‑solving, and stakeholder management skills
Desirable:
- Exposure to workforce management systems and CRM platforms
- Experience driving service improvement or customer experience initiatives
Why Register With Superior People Recruitment
With over 20 years of recruitment experience in Australia, we understand employer expectations and help candidates position themselves for success.
- Melbourne-based recruitment specialists
- Confidential handling of resumes
- Access to hidden job opportunities
- Australia-wide placement support
- Ethical and professional recruitment practices
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