Contact Centre Manager

Join to apply for the Contact Centre Manager role at Mable. Be among the first 25 applicants. 2 days ago. Overview Mable is part of the Attain Healthtech Group of Companies, which includes HomeMade, Mable Direct and Leap In. These entities share common values: creating lasting, positive change across the care and support sector; believing in technology as an enabler; and driving better outcomes for customers. 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 the help of our clinical and customer‑support teams. Our transformative technology platform lets thousands of people retain choice and control through unique support plans that meet their specific needs and optimise their funds. About The Role As Contact Centre Manager you will lead the heartbeat of HomeMade’s customer experience. You’ll inspire and empower your team to deliver exceptional service, drive continuous improvement, and serve as the go‑to escalation point for the Head of Operations and the wider business. You will use 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 and performance. 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, including inbound and outbound calls, email correspondence and live‑chat support. Develop and implement strategies to optimise workforce management and ensure staffing levels meet service‑level agreements and customer demand. Monitor key performance indicators, track trends and implement corrective actions as needed. Streamline processes and procedures to enhance efficiency and productivity within the contact centre. Contribute to cross‑functional processes to support first‑contact resolution for customer enquiries. Quality Assurance Establish the quality‑assurance scorecard and monitor service quality through call monitoring, customer feedback analysis and performance evaluations. Conduct regular audits and assessments to ensure compliance with organisational policies, procedures and regulatory requirements. Implement quality‑improvement initiatives to enhance service delivery and customer satisfaction. Technology and Systems Oversee implementation and maintenance of contact‑centre technologies and systems, while leveraging advancements such as AI integration. Collaborate with IT and other departments to troubleshoot technical issues and optimise system functionality to support business objectives. Reporting and Analysis Generate and analyse reports on contact‑centre performance, including call volume, response times, customer satisfaction scores and agent productivity. Utilise data‑driven insights to identify opportunities for process improvements, resource allocation and service enhancements. Present findings and recommendations to the Head of Customer Operations to inform strategic decision‑making. Skills, Knowledge, And Experience 3+ years of proven experience leading contact‑centre operations, including direct leadership of Team Leaders and frontline teams. A record of driving team leaders and team performance through coaching, feedback and clear goal‑setting to achieve operational and customer outcomes. Strong expertise in optimising contact‑centre systems, technologies and software applications (e.g. workforce management, IVR, AI‑driven solutions). Experience managing escalations, balancing customer needs with organisational priorities. Robust understanding of operational process improvement and customer‑service best practices. Exceptional communication skills, both verbal and written, with the ability to interact effectively with internal and external stakeholders. Analytical mindset with proficiency in data analysis and reporting tools. Demonstrated ability to drive process improvements and implement change initiatives. 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, without unnecessary controls or external restrictions. 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, experienced leaders and on‑the‑job opportunities. Access parental leave – Get 14 weeks of paid leave for primary carers and 6 weeks for secondary carers plus superannuation. Work with flexibility – We’re a hybrid workplace, balancing time in the office with remote work. Flexi Leave Days – Get one extra paid leave day per quarter for what makes you happy. Take a floating public holiday – Acknowledge a significant day your way with family and friends. Be rewarded – Celebrate wins and recognise great performance with an easy and accessible Reward and Recognition programme. Seniority level Mid‑Senior level Employment type Full‑time EEO Statement We are one. As an organisation, we celebrate our diversity and welcome all people, regardless of their family responsibilities, ethnicity, faith, sexual orientation or gender identity. Aboriginal and Torres Strait Islander people are encouraged to apply. If this role has stood out to you but you don’t feel like you ‘tick all the boxes’, we strongly encourage you to apply nonetheless. We value diversity in experience and you might bring something we are looking for. #J-18808-Ljbffr