Contact Centre Manager (ftc To End May 2027)

KELLOGG BROWN & ROOT PTY

Fully remote
Helpdesk management experience
24/7 contact centre leadership
Service level agreement management
This role involves leading a 24/7 Customer Service team to ensure high-quality service delivery to Government departments

Job Summary

  • This role involves leading a 24/7 Customer Service team to ensure high-quality service delivery to Government departments.
  • The manager is responsible for developing service standards, SLAs, and KPIs while monitoring metrics to drive continuous improvement.
  • Candidates must act as the primary escalation point for complex issues and effectively communicate with internal stakeholders.

Matching Summary

This role involves leading a 24/7 Customer Service team to ensure high-quality service delivery to Government departments.

Skills & Requirements

Must-have

  • Helpdesk management experience
  • 24/7 contact centre leadership
  • Service level agreement management
  • Staff scheduling and workload distribution
  • Telephony systems and remote support tools

Nice-to-have

  • Strong passion for service excellence
  • Customer-centric focus mindset
  • Process improvement expertise
  • Automation implementation skills

Key Requirements

  • Proven Helpdesk or Contact Centre Manager experience
  • Experience with Helpdesk platforms and tools
  • FTC contract until End May 2027

Work Rights

Not specified

Tailored Resume

Cover Letter