Senior Contact Centre Manager
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Job Location:
Monthly Salary:
Posted on:
14 hours ago
Vacancies:
1 Vacancy
Job Summary
About us
At Splend were 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 arent 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
TheSenior Contact Centre Managerowns the performance maturity and evolution ofSplendsglobal contact centre operations across Australia and the UK.
This is ahands-on leadership roleresponsible 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 oftelephony IVR AI and automationto 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 throughclear SOPsworkflowsand 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 youll bring
- 8 years experiencein senior contact centre leadership roles within complex or multi-region environments.
- Proven experience leading24/7 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 experienceleveragingtechnology automation and AIto 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.
We may use artificial intelligence (AI) tools to support parts of the hiring process such as reviewing applications analyzing resumes or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed please contact us.
Required Experience:
Manager
Key Skills
- English
- Helpdesk
- Asset Management
- ABB
- Data Mining
- Control Engineering
About Company
Change the way you own your rideshare vehicle for good with Splend. All-Inclusive vehicle packages for your Uber journey, in one easy weekly payment.
