Head of Customer Support / Call Centre Manager
Location: Gold Coast, QLD (Hybrid: Mon-Wed Office | Thu-Fri WFH)
Contract: 12-Month Fixed Term Contract
Remuneration: $120,000 p.a. + Super
Hours & Perks: 35-hour work week | 4 weeks annual leave
About the Role: Are you a strategic, people-first contact centre leader looking for true autonomy? We are seeking an experienced Head of Customer Support / Call Centre Manager for a 12-month fixed-term contract to shape the future of the customer experience and team operations.
Leading a dedicated team of 12-15 support professionals, you will balance high-level operational efficiency with an exceptional, customer-centric culture across phone and email channels.
Key Responsibilities
- Team Leadership & Development: Enable, mentor, and coach a team of 12-15 staff, driving performance while continuing the rollout and development of our dedicated Enablement team.
- Operational Excellence: Actively monitor service levels (SLAs), operational metrics, queue management, and quality assurance to optimize team productivity and customer outcomes.
- Strategic Collaboration: Work alongside Senior Leadership on operational priorities, workforce planning, recruitment, and cross-functional continuous improvement initiatives.
- Escalation & Product Alignment: Provide expert guidance on high-level customer escalations and partner with Product and Engineering teams to resolve core customer-impacting issues.
- Data-Driven Insights: Utilize operational data, customer insights, and team feedback to identify trends, refine workflows, and enhance the overall service experience.
What We Are Looking For
- Proven Experience: Demonstrated background leading high-volume customer support, contact centre, or customer operations teams.
- Operational Mastery: Strong expertise in queue management, SLA tracking, workforce planning, QA, and operational efficiency metrics.
- People-Centric Leadership: Passion for coaching, mentoring, and fostering a high-performing, positive team culture where every customer interaction counts.
- Analytical Mindset: Ability to translate operational data into actionable workflow improvements and enhanced customer satisfaction.
- Proactive Approach: A solutions-focused, collaborative mindset with excellent stakeholder management skills.
At Randstad, we are passionate about providing equal employment opportunities and embracing diversity to the benefit of all. We actively encourage applications from any background.
Head of Customer Support in Gold Coast employer: Randstad Professionals
Randstad is an exceptional employer located on the beautiful Gold Coast, offering a hybrid work model that promotes work-life balance with a 35-hour work week and generous annual leave. Our vibrant work culture prioritises employee development and collaboration, providing ample opportunities for growth and mentorship within a supportive team environment. Join us to lead a dedicated group of customer support professionals and make a meaningful impact in shaping outstanding customer experiences.
