Do you have experience within the Superannuation industry?
Do you have experience leading call centre teams?
Are you experienced in building positive and customer focused team cultures?
Our client is a specialist superfund that employs circa 200 staff, with a head office in central Melbourne. Looking to employ a Call Centre Manager to lead a team of 10+ staff as they support members through complex and time-sensitive enquiries.
As Call Centre Manager, you will lead the day-to-day operations of the contact centre, supporting agents to deliver strong member outcomes while meeting service targets. This role is ideal for a hands-on leader who understands the importance of clear communication, operational consistency and high-quality member service.
What you’ll do
- Lead, coach and support team leaders, supervisors and frontline agents.
- Manage service delivery against SLAs, call volumes, response times and member satisfaction targets.
- Use contact centre data and performance insights to identify trends and drive improvements.
- Support quality outcomes, first call resolution and consistent service standards.
- Manage escalations and complex member complaints with professionalism and care.
- Work with internal stakeholders to improve processes and the overall member experience.
About You
You are an experienced contact centre leader with a background in superannuation. You understand that strong member communication is central to the role and that every interaction needs to be handled with accuracy, empathy and professionalism.
You enjoy being visible, hands-on and close to the operation. You are confident coaching teams, managing performance and using data to improve service outcomes.
This is an on-site role and will suit someone who thrives in a busy, people-focused environment.
You must have
- Call centre leadership experience gained in the superannuation industry
- Experience leading teams greater than 10
- Strong understanding of contact centre operations, SLAs and performance metrics
- Ability to coach teams to deliver clear, compliant and member-focused communication
- Experience managing complaints, escalations and sensitive member enquiries
At Fuse, we specialise in recruitment for the mortgage and financial services industry and actively source for a broad range of established clients. If you are a mortgage broker or lending professional looking for your next opportunity, we would love to hear from you.
Know someone suitable for this role? Refer them through Fuse Connect Me and earn up to $500 for every successful referral.
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