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.
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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.
Ready to step in and make a tangible impact on our clients operations and team culture? Click APPLY to submit your resume and cover letter.
For a confidential discussion about this role please feel free to contact Riyaz Hussain - riyaz.hussain@randstad.com.au, 0455 147 520
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.
