Senior Contact Centre Manager
This job is no longer accepting applications
See open jobs at Splend.See open jobs similar to "Senior Contact Centre Manager" Partners for Growth.
Sydney, NSW, Australia
Posted 6+ months ago
About us
At Splend, we’re on a mission to fundamentally change the way people own and operate a vehicle. With a strategic focus on Rideshare, we provide our customers straight forward, no strings attached access to vehicle ownership.
But we aren’t just about vehicle ownership; We are also fast-tracking the transition to green mobility, and we are leading the way globally in reducing the carbon footprint of the transportation sector by transitioning our fleet to electric vehicles.
About the role
The Senior Contact Centre Manager owns the performance, maturity, and evolution of Splend’s global contact centre operations across Australia and the UK.
This is a hands-on leadership role responsible for people leadership, operational excellence, and platform effectiveness. You will lead a follow-the-sun model, embed strong operational disciplines, and own the practical use of telephony, IVR, AI, and automation to scale high-quality customer support efficiently.
This role is critical to delivering consistent customer outcomes as Splend continues to grow internationally.
Responsibilities
- Lead and develop a multi-region, follow-the-sun contact centre operation across AU and UK.
- Build strong Team Lead capability, performance accountability, and coaching culture.
- Own workforce strategy: recruitment, forecasting, scheduling, capacity planning, and coverage across regions.
- Accountable for service performance across all channels (voice and digital).
- Drive sustained performance against SLAs, response times, quality, and customer satisfaction.
- Own end-to-end service quality, escalation management, and complaint resolution.
- Lead QA frameworks, calibration, and coaching to drive consistent customer outcomes.
- Own the operational effectiveness of telephony and omnichannel platforms.
- Ensure IVR, routing, and queue structures are efficient, scalable, and regularly optimised.
- Partner with IT, CRM, and vendors to ensure reliable, integrated, and compliant systems.
- Own service performance reporting for operational and executive audiences.
- Analyse operational data to improve efficiency and customer journeys.
- Build and continuously improve process maturity through clear SOPs, workflows and knowledge management standards.
- Partner with Sales, Fleet, Product, Risk, Finance, and Operations to resolve systemic issues.
- Act as a senior change leader as the business scales across markets and platforms.
Global Contact Centre Leadership
Operational Performance & Workforce Management
Customer Experience & Quality
Telephony, IVR & Automation Ownership
Insights, Reporting & Continuous Improvement
Cross-Functional Leadership & Governance
What you’ll bring
- 8+ years’ experience in senior contact centre leadership roles within complex or multi-region environments.
- Proven experience leading 24/7 or follow-the-sun operations.
- Deep capability in workforce management, forecasting, and operational planning.
- Strong understanding of telephony, IVR, routing, and omnichannel contact centres.
- Demonstrated experience leveraging technology, automation, and AI to improve service efficiency.
- Highly analytical, commercially minded, and comfortable operating at both strategic and operational levels.
- Confident, hands-on leader who thrives in scale, ambiguity, and change.
What we offer
- Performance based bonus.
- Salary packaging with 15% employer contributions for Electric Vehicles
- A day off on your birthday
- Employee Assistance Program
- Dedicated Learning & Development platform.
Splend is a dynamic growth company driven a shared vision for success. Our benefits are thoughtfully designed to attract individuals who thrive in an environment where they can contribute to and celebrate in the process of building a global brand with true impact.
At Splend, we value diversity and inclusion and consider it as key to our success. We are dedicated to fostering a workplace where everyone is respected and supported. We celebrate differences in race, gender, age, sexual orientation, religion, and ability, seeking diverse perspectives to drive us forward.
When you apply, let us know if there are any reasonable adjustments we can make to accommodate you during the interview process.
This job is no longer accepting applications
See open jobs at Splend.See open jobs similar to "Senior Contact Centre Manager" Partners for Growth.