Technical Manager | Contact Centre Technology
vor 2 Wochen
Technical Manager | Contact Centre Technology & Leadership Direct message the job poster from Talent Role Overview We are seeking a Manager in the Contact Centre space. You could have previously had any of the following job titles Technical Support Manager Technical Manager Operations Manager Service Delivery Manager. In this position, you will manage a team of Engineers to drive the timely resolution of incidents, implement changes, and ensure continuous service improvement. You will be working closely with key personnel within a handful of customers across the Financial Services and Government domains. This role is focused on CCaaS, UCaaS and Contact Centre support, so experience in this domain is important. Key Responsibilities Operational Leadership: Meeting client Service Levels (SLAs) and ensuring KPIs are met, while forecasting engineering efforts for project delivery. Team Development: Lead, coach, and mentor staff. Manage recruitment, retention, and training needs to ensure technical capability. Incident & Escalation Management: Act as the primary escalation point for critical incidents, managing communication with Directors and Heads Of departments to resolve complex issues. Stakeholder Engagement: Build strong relationships with vendors, sales teams, and customer delivery teams to ensure end‑to‑end service delivery. Key Requirements Experience: Contact Centre experience is essential, ideally working with clients within Government or Financial Services Industries Methodology: ITIL experience is preferred but not essential Skills: Exceptional crisis management, conflict resolution, and analytical problem‑solving skills. Benefits Career Growth: Opportunity to be recognised as an authority in your field with defined career paths and leadership development. Innovation: A role that encourages "thinking outside the box" to drive strategic organisational growth. Impact: Work with high‑profile clients, including State Government, Banking, and Retail sectors. Culture: Join a supportive environment focused on recognition, coaching, and employee engagement. Next Steps If you are a strategic leader ready to transform technical operations, apply today. Desired Skills and Experience Contact Centres Leadership Management ITIL Problem Management Seniority level Mid‑Senior level Employment type Full‑time Job function Information Technology Industries: Information Services, Technology, Information and Internet, and Telecommunications Carriers Location: Sydney, New South Wales, Australia Referrals increase your chances of interviewing at Talent by 2x. #J-18808-Ljbffr
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