Contact Centre Operations Lead in Southport

Our purpose is to make skills, education and employment accessible to every person, so they can create their own world of unbounded possibilities.

The BUSY Group is a not-for-profit organisation with 47 years of experience as a community partner. With multiple business entities operating across 100+ locations in Australia, New Zealand, and the United Kingdom, we offer an extensive range of employment services and programs, vocational training, apprenticeships, mentoring, Inclusive Employment Australia, specialist schools, and allied health services.

Ready to Lead a High-Performing Contact Centre Team? Are you a natural leader who thrives on building great teams, driving results, and delivering outstanding customer experiences? This is your opportunity to make a real impact at the heart of our National Contact Centre.

As our Contact Centre Operations Lead, you'll take the helm of a specialised team delivering inbound and outbound services across key programs. This isn't just a leadership role — it's a chance to inspire, innovate, and shape the future of how we connect with our customers. You'll bring energy and purpose to everything you do — from hitting daily performance targets to designing bold initiatives that elevate the customer experience to the next level.

What You'll Be Doing:

• Leading with impact — Coach, mentor and champion your team every day, building a culture where people feel supported, valued and motivated to perform at their best.
• Building the dream team — Partner with HR and Recruitment to attract and select top talent who share your passion for exceptional customer service.
• Developing future stars — Design and deliver training programs, toolkits, and knowledge resources that sharpen skills and grow confidence across the team.
• Keeping the conversation going — Foster open, two-way communication that turns customer feedback and team insight into real improvements.
• Owning performance — Embed a strong performance culture with clear frameworks and review processes that consistently hit — and exceed — service level targets.
• Driving continuous improvement — Identify best practices and lead a culture of innovation where better ways of working are always being explored.
• Setting the standard — Ensure quality and service delivery are never compromised, with targets that are regularly reviewed and always met.

BUSY Benefits:

• Competitive salary: Circa $70k - $82k + super
• 4 additional paid annual leave days – 1 My BUSY Day and 3 days at Christmas
• Clear pathways for internal advancement
• Dedicated training budget for personal and professional growth
• BUSY Benefits program - Paid parental leave, retail discounts and access to Fitness Passport (QLD only)
• Enjoy work that genuinely impacts lives
• Paid Community Giving day
• Employee Assistance Program with Sonder Wellbeing App

About you:

• Proven track record of leading high-performing teams in a fast-paced contact centre environment.
• Hands-on contact centre experience and understanding of the rhythm, challenges and opportunities that come with the role.
• Confident and compelling communicator — whether written or verbal, you know how to connect with people, build trust, and make every interaction count.
• Experience designing and implementing end-to-end customer contact journeys, including telephony triage and escalation pathways.
• A leader who can drive performance without losing the human touch — inspiring, motivating and developing your team while keeping standards high.
• Ability to obtain a Blue Card and National Police Check with no disclosable outcomes.

Next steps:

This role will actively commence recruitment from the date of advertisement. The closing date of this ad is dependent on the appointment of the role. The BUSY Group prioritises the safeguarding of children and all vulnerable people by adopting strategies that embed a culture of zero tolerance for abuse of any kind. The appointment of successful applicants will be subject to satisfactory employment screening including criminal history and relevant working with children checks.

The BUSY Group is committed to achieving a diverse workforce and strongly encourages applications from First Nations People, people from culturally diverse backgrounds and people with disabilities.