Contact Centre - Operations Manager
Core
Lead a busy outbound contact centre focused on fundraising campaigns for charities and not-for-profits, managing growth from 50 to 80 fundraisers.
Role type
Senior Operations Manager (Outbound Contact Centre)
Builds
Outbound fundraising campaigns for Australian and International charities
Domain
Non-profit / Fundraising
Required skills
Contact centre leadership, team management, workforce planning, performance monitoring, data-driven decision making, recruitment and onboarding, CRM and dialler platform experience, commercial awareness, multi-priority management
Preferred skills
Fundraising experience, coaching and people development, adaptability in fast-moving environments
Responsibilities
Lead day-to-day performance of the outbound contact centre, coach and develop managers and team leaders, manage workforce planning and campaign allocation, monitor productivity and revenue targets, use data to drive operational decisions, identify performance gaps and implement improvements, support recruitment and team growth
Seniority
Senior, hands-on IC