We are seeking a hands-on Technical Contact Centre Manager to lead a team of engineers and support specialists in a 24/7 environment. You will manage a portfolio of Federal and commercial customer accounts, ensuring the delivery of high-quality technical support, timely incident resolution, and service improvement initiatives. This role requires deep technical expertise in Cisco, Genesys, or NICE platforms and strong people leadership skills.
Key Responsibilities
• Lead and mentor technical contact centre teams to deliver high performance and customer satisfaction
• Manage complex technical incidents and act as the senior escalation point
• Oversee service delivery across Federal and commercial accounts
• Support change implementation, system upgrades, and technical transitions
• Drive process improvement, automation, and knowledge management initiatives
• Collaborate with internal teams and vendors to ensure seamless service delivery
• Foster a culture of accountability, collaboration, and continuous improvement
Key Requirements
• Hands-on experience with Cisco, Genesys, or NICE contact centre products
• Proven experience managing technical contact centre or service desk teams
• Experience managing Federal and commercial customer accounts
• Strong problem-solving skills with ability to lead complex escalations
• Excellent people management, coaching, and stakeholder engagement skills
• Must be an Australian Citizen or hold minimum baseline security clearance
Why This Role?
• Lead a high-performing technical contact centre team supporting enterprise accounts
• Hands-on role with direct impact on service delivery and customer satisfaction
• Opportunity to drive technical and process improvements across the team
Apply Now
If you are a technical leader with deep contact centre product knowledge and hands-on experience, we want to hear from you.
For a confidential discussion, please contact Nic Gulliver on nic.gulliver@peoplebank.com.au, or click ‘Apply Now’ and quote reference #269042
Peoplebank
and Leaders IT
are committed to creating a diverse and inclusive workplace where everyone belongs. We welcome applications from people of all backgrounds, identities, and experiences. If you need adjustments to the recruitment process due to your circumstances, please let us know—we’re here to support you.
Technical Contact Centre Manager
Technical Contact Centre Manager
Location:
North Ryde
Work Type:
Permanent
Industry:
Architecture
Contact Name:
Nic Gulliver
Contact Phone:
02 9409 4715
Date Published:
28-Nov-2025
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