At a Glance
- Tasks: Lead and optimise contact centre operations for a global tech company.
- Company: Join an award-winning financial software business transforming customer support.
- Benefits: Competitive salary, hybrid work, contractor perks, and wellbeing days.
- Other info: Dynamic role with opportunities for professional growth and innovation.
- Why this job: Make a real impact on customer experience across APAC.
- Qualifications: 5+ years in contact centre operations with strong analytical skills.
The predicted salary is between 130000 - 142000 $ per year.
Keegan Adams Recruitment is recruiting on behalf of a global tech business known for its award-winning financial software. The company is committed to helping small businesses succeed and is transforming the way it delivers customer support, with a strong focus on data-led decisions, innovation, and continuous improvement.
They’re looking for a Contact Centre Operations Lead to join the Customer Success team and play a key role in the performance of their outsourced contact centres across APAC.
About the Role
You’ll work closely with senior stakeholders and BPO partners to ensure service levels are met, budgets are maintained, and the customer experience keeps improving.
What you’ll be doing
- Monitoring the performance of outsourced support teams and leading weekly business reviews with APAC Customer Success leaders
- Working closely with BPO vendors to understand what’s working, where improvements are needed, and driving change
- Investigating performance dips using data, leading action plans, and escalating where required
- Analysing customer experience data to identify pain points and collaborating with internal teams to implement solutions
- Forecasting and managing support budgets, building business cases for new initiatives and scaling successful ones
- Maintaining business continuity plans to ensure consistent service through change or disruption
What we’re looking for
- Experience working with BPO partners
- Strong analytical skills and confidence working with data and budgets
- A clear communicator who can influence senior stakeholders
- Organised, proactive, and naturally solutions-focused
- Commercially minded with a passion for improving the customer experience
What you’ll need
- 5+ years in a contact centre operations, performance, or analytics role
- Direct experience in customer success operations
- Confidence in storytelling through data and strong written/verbal communication skills
- A deep understanding of contact centre drivers and operations
- Experience with reactive support driving revenue outcomes is a bonus
The Details
- Location: Sydney-based with hybrid working
- Extras: Contractor perks include public holidays, a break between Christmas and New Year, and handful of wellbeing days
Apply now for an immediate interview.
Contact Centre Operations Lead in Sydney employer: Keegan Adams Recruitment
Join a dynamic and forward-thinking Private Wealth firm that prioritises employee growth and development, offering a unique opportunity to shape the FP&A function while working closely with the executive team. With a strong emphasis on collaboration and innovation, this role not only provides significant exposure to senior leadership but also encourages a culture of continuous improvement and strategic influence. Enjoy a supportive work environment that values your insights and contributions, making it an excellent place for professionals seeking meaningful and rewarding employment.
