Contact Centre Manager

Apply for the Contact Centre Manager role at Mable . About HomeMade HomeMade is an approved aged care provider dedicated to improving its customers' lives by empowering older people to self‑manage their service providers with support from our clinical and customer support teams. Our transformative technology platform helps thousands of people retain choice and control by creating unique support plans that meet their specific needs and optimise their funds. By working at HomeMade, you’ll play a crucial role in helping older people maintain their independence and live fulfilling lives in their own homes. You’ll be joining a team that is passionate and dedicated to making a meaningful difference. Visit About The Role As the Contact Centre Manager, you’ll lead the heartbeat of HomeMade’s customer experience and inspire and empower your team to deliver exceptional service every day. You’ll be the go‑to escalation point and a trusted partner to the Head of Operations and wider business, using data, insights and customer feedback to shape better processes, smarter systems and more seamless experiences. Key Responsibilities Team Leadership & Performance Lead, mentor and motivate a team of customer service representatives to achieve performance targets and deliver exceptional customer experiences. Provide ongoing coaching and feedback to enhance team members' skills. Foster a positive and inclusive work environment that encourages collaboration, innovation and continuous learning. Act as the point of escalation for Team Leaders in resolving customer complaints in a timely, professional manner. Operations Management Oversee all aspects of contact centre operations – inbound/outbound calls, email and live chat. Develop and implement strategies to optimise workforce management and ensure adequate staffing to meet SLAs. Monitor KPIs and metrics to track performance, identify trends and implement corrective actions. Streamline processes to enhance efficiency and productivity. Contribute to cross‑functional processes to support first‑contact resolution of enquiries. Quality Assurance Establish the quality assurance scorecard and monitor service quality through call monitoring and customer feedback. Conduct regular audits and assessments to ensure compliance with policies and regulatory requirements. Implement quality improvement initiatives to enhance service delivery and customer satisfaction. Technology & Systems Oversee the implementation and maintenance of contact centre technologies, leveraging AI and automation. Collaborate with IT and other departments to troubleshoot technical issues and optimise system functionality. Reporting & Analysis Generate and analyse reports on contact centre performance, including call volume, response times and agent productivity. Use data‑driven insights to identify opportunities for process improvements and service enhancements. Present findings and recommendations to the Head of Customer Operations. Skills, Knowledge and Experience 3+ years of proven experience in leading contact centre operations, including direct leadership of team leaders and frontline teams. Strong expertise in optimising contact centre systems and technologies, including workforce management and IVR (e.g., Zoom, Aircall, Salesforce). Experience implementing AI‑driven solutions and automation. Strong understanding of operational process improvement and customer service best practices. Exceptional communication skills, both verbal and written. Analytical mindset with proficiency in data analysis and reporting tools. Familiarity with aged care funding models, compliance obligations and the Aged Care Quality Standards. Proven ability to balance strategic priorities with hands‑on operational support. The Values We Live By Put People First – People and relationships matter most. Foster Freedom – Life should be lived in a way that makes sense for you. Do The Right Thing – Be fair, honest, open, ethical and transparent. Be Bold – With a vision to imagine and create a brighter future. Our Benefits Power your career – Learn from industry experts, leaders and on‑the‑job opportunities. Access parental leave – 14 weeks paid for primary carers and 6 weeks for secondary carers plus superannuation. Flexible work – Hybrid workplace balancing office and remote work. Flexi Leave Days – One extra paid leave day per quarter. Floating public holiday – Acknowledge a significant day your way with family and friends. Reward & Recognition – Celebrate wins and recognise great performance. We are one – we celebrate our diversity and welcome all people, regardless of family responsibilities, ethnicity, faith, sexual orientation or gender identity. Aboriginal and Torres Strait Islander people are encouraged to apply. We strongly encourage all interested candidates to apply, even if you don’t feel you tick all the boxes. We value diversity in experience and may bring something we are looking for into the organisation. We may use artificial intelligence tools to support parts of the hiring process, such as reviewing applications, analysing resumes or assessing responses. These tools assist our recruitment team but do not replace human judgement. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us. #J-18808-Ljbffr