AO7 Operations Manager | Contact Centre

We are seeking an experienced and people-focused

Operations Manager to lead the day-to-day delivery of a newly established contact centre supporting individuals through complex and sensitive circumstances. This is an exciting opportunity to shape service excellence, drive operational performance and build a high-performing team delivering impactful outcomes for the community. This is a temporary assignment commencing as soon as possible, with engagement to 31 May 2027.

About the Role

As the Operations Manager, you will be responsible for leading contact centre operations, ensuring services are delivered safely, consistently and effectively. You will oversee service performance, workforce leadership, operational readiness, risk management and continuous improvement initiatives while fostering a positive and psychologically safe workplace culture.

Working closely with internal specialists and external stakeholders, you will provide strategic operational leadership, manage complex and high-risk matters, and use data-driven insights to enhance customer experience, service quality and organisational outcomes.

Key Responsibilities

• Lead the operational delivery of a multi-channel contact centre service.
• Drive performance across customer experience, quality, productivity and service outcomes.
• Develop and support team leaders to build capability, accountability and succession readiness.
• Manage operational risks, business continuity and service improvement initiatives.
• Provide expert operational advice to senior leaders on performance, emerging risks and workforce impacts.
• Build strong partnerships with stakeholders to support integrated service delivery and positive customer outcomes.

About You

You are an accomplished operational leader with experience managing contact centre environments and leading high-performing teams. You will bring:

• Proven experience leading phone and digital service delivery operations.
• Strong people leadership skills with a focus on coaching, engagement and well being.
• The ability to create and maintain a positive and inclusive workplace.
• Strong analytical and problem-solving capabilities, using data and evidence to inform decisions.
• Excellent communication, negotiation and stakeholder engagement skills.
• Demonstrated experience managing competing priorities and implementing operational change successfully.

Applicants with qualifications or experience in social work, behavioural sciences, human services, contact centre leadership or related fields are encouraged to apply.

Take the next step in your leadership career and help deliver a service that supports people when they need it most. Contact Lauren or Dani on 07 3239 2500 or APPLY NOW!

Applicants new to DFP may be asked to provide additional information including work rights status via a survey link – if requested, we ask that you provide this information in order to expedite your application.

DFP welcomes applications from Aboriginal and Torres Strait Islander people, people with diverse cultural and linguistic backgrounds and people with disability. In addition, DFP will provide reasonable adjustments for individuals with disability throughout the recruitment process. If you identify as a person with disability and require adjustments to the application, recruitment, selection and/or assessment process, please advise via [email protected] or 1300 337 000 and indicate your preferred method of communication (email, phone, text) so we can keep in touch and meet your accessibility needs.

By clicking 'apply', you give consent that DFP may use your personal information to process your job application and to contact you for future employment opportunities. For further information on how DFP process your personal information please review the DFP Information Collection and Privacy Policy via https://www.dfp.com.au/legal_documents/privacy_policy. Do not submit any sensitive personal information in your resume.