Contact Center Manager

Our why

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.

About the role (your why) 

As the Contact Centre Manager, you’ll join a tight-knit, collaborative team that values diverse working styles and shares a strong commitment to delivering exceptional customer outcomes. You’ll lead with flexibility, agility, and integrity, providing tactical execution while considering our strategic objectives for our customers in our Business Process Outsourcing (BPO) Contact Centre.

For this role you MUST be an Australian Citizen and be able to obtain and hold a Security Clearance.

What you’ll do –  

• Serve as the key operational contact, ensuring readiness and continuity.

• Be available Monday to Friday to support operational needs within reasonable expectations.

• Communicate clearly with teams, manage change effectively, and provide business updates.

• Make sound, holistic decisions and identify improvement opportunities.

• 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.

• Maintain strong time management and administrative processes.

• Ensure adherence to approved SOPs and business processes.

• Respond proactively to queries and escalations.

• Monitor compliance, response times, and performance trends.

• Analyse data to uncover insights and root causes.

• Present performance updates and action plans to senior stakeholders.

• Lead by example in professionalism, conduct, and leadership.

• Conduct regular 1:1s and performance reviews.

• Foster a positive team culture aligned with Datacom values.

• Support team health and well-being. 

• Stake-holder management, internal and external.

• Prepare weekly and monthly performance reports for executive forums.

What you’ll bring –  

• Proven leadership in BPO contact centres highly regarded.

• Extensive experience in the operations and supporting practices within a complex contact centre

• Strong administrative skills and attention to detail - ability to effectively develop and implement scalable and repeatable ways of working through SOPs. 

• High emotional intelligence and cultural awareness.

• Strong stakeholder engagement and influencing skills.

• Flexibility and resilience to support operations while maintaining work-life balance.

• Strategic mindset with the ability to lead and motivate Team Leaders.

• Passion for coaching, development, and team engagement.

• Consistent high performance against KPIs.

• Strong analytical and problem-solving abilities.

• Excellent time management and prioritisation skills.

• Strong communication (written and verbal).

• Strong relationship-building capabilities.

Why join us here at Datacom?

Datacom is one of Australia and New Zealand’s largest suppliers of Information Technology professional services. We have managed to maintain a dynamic, agile, small business feel that is often diluted in larger organisations of our size. It's our people that give Datacom its unique culture and energy that you can feel from the moment you meet with us.

We care about our people and provide a range of perks such as social events, chill-out spaces, remote working, flexi-hours and professional development courses to name a few. You’ll have the opportunity to learn, develop your career, connect and bring your true self to work. You will be recognised and valued for your contributions and be able to do your work in a collegial, flat-structured environment.

We operate at the forefront of technology to help Australia and New Zealand’s largest enterprise organisations explore possibilities and solve their greatest challenges, so you will never run out of interesting new challenges and opportunities.

We want Datacom to be an inclusive and welcoming workplace for everyone and take pride in the steps we have taken and continue to take to make our environment fun and friendly, and our people feel supported.

Requirements

Benefits