Contact Centre Manager

4Mile is a proudly Australian-owned organisation delivering high-quality contact centre services to not-for-profit and corporate clients across Australia and New Zealand. Our success is built on strong relationships, exceptional service, and empowered people.

We are seeking an experienced and motivated Contact Centre Manager to lead, inspire, and support our growing trans-Tasman team.

While contact centre experience is advantageous, we are primarily looking for a confident people leader with strong communication skills and a genuine passion for developing and supporting teams.

About the Role

Based in our Wellington office, you will be responsible for leading and supporting contact centre teams across Australia and New Zealand. Working closely with the Operations team, you will help drive service excellence, performance outcomes, and continuous improvement, while fostering a positive and inclusive workplace culture.

The role includes reasonable availability to respond to occasional out-of-hours operational escalations, where required to ensure continuity of service.

These matters are not routine and will be managed in line with operational needs and reasonable expectations.

You will also assist with general office administration and operational tasks to support the effective day-to-day running of the team.

Key Responsibilities

• Lead, motivate, and coach team members to achieve strong performance outcomes

• Monitor KPIs and performance metrics, providing regular feedback and support

• Promote a high-engagement, high-performance team culture

• Provide reasonable support for out-of-hours operational escalations, as required

• Support office administration and operational requirements

• Communicate clearly and effectively with team members and leadership team

• Identify opportunities for improvement and contribute to process enhancements

What We’re Looking For

• Proven leadership or people-management experience

• Strong communication and interpersonal skills

• Ability to coach, support, and motivate a diverse team

• Comfortable managing occasional operational matters outside standard hours

• Organised, proactive, and solutions-focused approach

• Commitment to service excellence and continuous improvement

What We Offer

• Competitive salary package with quarterly bonus

• Comprehensive onboarding, training, and ongoing support

• Clear career progression and development opportunities

• Strong focus on work-life balance, with reasonable expectations around availability

• Supportive, inclusive, and collaborative workplace culture

How to Apply

If you’re excited about the opportunity to lead a high-performing contact centre team and make a real impact, we’d love to hear from you.

Please submit your resume and cover letter to [email protected], or contact Ash on 0800 046 453 for a confidential discussion.

Only shortlisted candidates will be contacted.