General Manager - Contact Centre

Job Description

General Manager - Contact Centre

Role Overview

The GM Contact Centre will oversee company's multi-site contact centre operations.

This role is accountable for driving sales performance, improving compliance, managing cost per sale, and building systems to scale the centre year on year.

The GM will be responsible for workforce planning to ensure optimal agent availability until 12 am Sydney time, implementing new technologies, and establishing best-in-class processes to support existing and new product verticals.

Key Responsibilities

Strategic Leadership

- Develop and execute the contact centre strategy aligned with company's growth objectives.

- Drive continuous improvement in sales, NPS, lead consumption, and compliance.

- Expand contact centre capacity each year to support new business lines.

Operational Management

- Manage day-to-day operations across Philippines and Jaipur centres.

- Oversee contact centre software, calling lists, and process automation.

- Build scripts and structured sales processes to improve agent effectiveness.

- Lead workforce planning to maximise agent productivity, ensuring coverage until 12 am Sydney time.

Performance & Financial Management

- Own the P&L for contact centre operations, managing cost per sale and operational efficiency.

- Track and report sales performance, compliance metrics, and lead utilisation.

- Collaborate with Program Managers across verticals (energy, broadband, loans, insurance, etc.) to align targets and costs.

People Leadership

- Lead, develop, and inspire a team of 100+, creating a high-performance culture.

- Mentor managers and team leaders to drive accountability and excellence.

- Implement structured training, QA, and compliance frameworks to uplift capability.

Technology & Process Improvement

- Implement new contact centre platforms, reporting systems, and analytics. Build and refine systems for sales tracking, compliance, and reporting. Introduce data-driven workforce optimisation and scheduling practices.

Candidate Profile

- 12+ years of contact centre leadership, with multi-site team management experience.

- Proven ability to scale and optimise large sales-focused contact centres.

- Strong background in workforce planning, sales operations, and compliance.

- Commercial mindset with P&L ownership experience.

- Strong knowledge of contact centre technologies, CRMs, and workforce management tools.

- Excellent leadership, communication, and stakeholder management skills.