Overview
Contact Centre Manager Jobs in Sydney, New South Wales, Australia at Flip Australia
Title: Contact Centre Manager
Company: Flip Australia
Location: Sydney, New South Wales, Australia
Location: Sydney (on-site)
Company: Flip
About Flip
Flip is an Australian-owned telco helping households stay connected with better deals, reliable service, and no unnecessary complexity.
We're building a brand customers can trust in a category that often overpromises and underdelivers. With strong momentum across NBN and mobile, we're focused on delivering exceptional customer experiences while continuing to scale efficiently.
As we grow, we're looking for a Contact Centre Manager to lead our customer service operation, develop our people, and drive world-class service outcomes.
The Role
We're looking for an experienced Contact Centre Manager to lead Flip's customer-facing support function.
You'll be responsible for the performance, development, and operational effectiveness of our contact centre, working closely with Team Leaders to ensure customers receive outstanding service across every interaction.
This role combines people leadership, operational management, customer experience, and continuous improvement. You'll be responsible for delivering strong service levels while helping build a high-performance culture that puts customers first.
You will work closely with operations, product, marketing, and leadership teams to identify opportunities to improve customer outcomes, increase efficiency, and support Flip's continued growth.
Key Responsibilities
Contact Centre Leadership
- Lead and develop Team Leaders and frontline customer service teams
- Create a high-performance culture focused on accountability, coaching, and continuous improvement
- Support recruitment, onboarding, training, and career development initiatives
- Drive employee engagement and team performance across the contact centre
Customer Experience
- Own customer service performance and customer satisfaction outcomes
- Monitor customer feedback, complaints, and escalation trends
- Identify opportunities to improve customer journeys and reduce customer effort
- Champion a customer-first mindset across the business
Operational Performance
- Manage daily contact centre operations across phone, email, chat, and other support channels
- Ensure service levels, response times, quality standards, and productivity targets are consistently achieved
- Monitor workforce requirements and collaborate on forecasting and resource planning
- Develop reporting frameworks that provide visibility into operational performance
Quality & Continuous Improvement
- Drive quality assurance programs and coaching initiatives
- Identify process inefficiencies and implement improvements that enhance both customer and team outcomes
- Work cross-functionally to improve systems, processes, and customer experiences
- Lead initiatives that improve operational efficiency while maintaining service quality
Reporting & Insights
- Track and report on key operational metrics including service levels, customer satisfaction, quality scores, productivity, and team performance
- Analyse trends and provide actionable recommendations to leadership
- Use data to identify opportunities for improvement and drive decision-making
What We're Looking For
- 5+ years experience leading contact centre or customer service operations
- Experience managing Team Leaders and large customer-facing teams
- Strong understanding of contact centre metrics, workforce management, and service delivery
- Proven ability to improve customer experience and operational performance
- Strong leadership, coaching, and people development skills
- Analytical mindset with the ability to translate data into action
- Excellent stakeholder management and communication skills
- Experience in telecommunications, utilities, financial services, or other high-volume service environments is highly regarded
- Comfortable balancing strategic thinking with hands-on execution
What Success Looks Like
- Strong service levels and customer satisfaction performance
- High-performing, engaged Team Leaders and customer service teams
- Improved quality, productivity, and operational efficiency
- Reduced customer complaints and escalation volumes
- Clear operational visibility through meaningful reporting and insights
- Continuous improvement initiatives delivering measurable customer and business outcomes
Why Join Flip
- Lead a growing customer service operation with significant impact
- Opportunity to shape the future customer experience of a fast-growing Australian telco
- High ownership role with visibility across the business
- Work closely with leadership on operational and customer strategy
- Fast-moving environment with the autonomy to make meaningful improvements
- Competitive salary and career growth opportunities
