Senior Manager - Contact Centre

Senior Manager - Contact Centre

Role Overview

• The Senior Manager Contact Centre will oversee company's multi-site contact centre operations.
• This role is accountable for driving sales performance, improving compliance, managing cost per sale, and building systems to scale the centre year on year.
• He will be responsible for workforce planning to ensure optimal agent availability until 12 am Sydney time, implementing new technologies, and establishing best-in-class processes to support existing and new product verticals.

Key Responsibilities

Strategic Leadership

• Develop and execute the contact centre strategy aligned with company's growth objectives.
• Drive continuous improvement in sales, NPS, lead consumption, and compliance.
• Expand contact centre capacity each year to support new business lines.

Operational Management

• Manage day-to-day operations across Philippines and Jaipur centres.
• Oversee contact centre software, calling lists, and process automation.
• Build scripts and structured sales processes to improve agent effectiveness.
• Lead workforce planning to maximise agent productivity, ensuring coverage until 12 am Sydney time.

Performance & Financial Management

• Own the P&L for contact centre operations, managing cost per sale and operational efficiency.
• Track and report sales performance, compliance metrics, and lead utilisation.
• Collaborate with Program Managers across verticals (energy, broadband, loans, insurance, etc.) to align targets and costs.

People Leadership

• Lead, develop, and inspire a team of 100+, creating a high-performance culture.
• Mentor managers and team leaders to drive accountability and excellence.
• Implement structured training, QA, and compliance frameworks to uplift capability.

Technology & Process Improvement

Implement new contact centre platforms, reporting systems, and analytics. Build and refine systems for sales tracking, compliance, and reporting. Introduce data-driven workforce optimisation and scheduling practices.

Candidate Profile

• 7+ years of contact centre leadership, with multi-site team management experience.
• Proven ability to scale and optimise large sales-focused contact centres.
• Strong background in workforce planning, sales operations, and compliance.
• Commercial mindset with P&L ownership experience.
• Strong knowledge of contact centre technologies, CRMs, and workforce management tools.
• Excellent leadership, communication, and stakeholder management skills.