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Contact Centre Manager

MAXIMA - Adelaide, SA

Any Industry
Source: uWorkin


Contact Centre Manager


  • Competitive salary, benefits and salary packaging options
  • Not-for-profit, community minded organisation
  • Your chance to join, support and lead an established tight-knit team

We are seeking an energetic, friendly, and passionate individual for this leadership position working in our national Contact Centre within our Joblink division.

This is a fantastic opportunity for someone who is highly organised, has a great sense of humour, enjoys a positive work environment and wants to be a valued part of an organisation that is committed to making a difference.

What will you be doing as the Contact Centre Manager?

The Contact Centre is the first point of contact for all national enquiries, you will be responsible for supporting and leading the team to deliver first class person-centred customer service, with a focus on supporting people with disabilities, and assisting them with the challenges that come with securing mainstream employment.

Key tasks:

  • Manage and supervise the day to day operations of the Contact Centre
  • Maintain staff morale, harmony, and culture in line with Maxima’s ethos and objectives.
  • Undertake staff development and support through one on one and coaching sessions
  • Manage Maxima’s customer triage process to ensure our customers experience a positive introduction to our service
  • Analyse the Contact Centre data and produce weekly reports on call volumes, origins and classifications
  • Undertake associated administration and record keeping in JobReady Live and other databases to ensure our records meet with audit standards
  • Fully understand relevant deeds, guidelines, legislation, regulations and departmental advices in order to provide advice to site teams regarding customer eligibility and commencement

This is a full-time, fixed-termed contract until 30 June 2023 located at our Hindmarsh SA office.

What do you need to bring to this role? You will be:

  • Energetic, resilient and driven
  • Inspirational, goal orientated and competitive
  • Creative, fun yet sensible and solutions focused
  • Engaging, empathic and personable

Your skills and experience:

  • Experience and understanding of Employment Services
  • Experience in a customer facing or telephone customer service supervisory role
  • Experience in supporting customers and team members with a disability, injury or health condition
  • Hold a national police check and relevant State/Territory working with children check, or be willing to obtain

About Maxima

Maxima is a national not-for-profit organisation valued by individuals, organisations and communities for helping people develop their skills and potential to find jobs. We are driven by a desire to make a real difference and are rewarded every day by the life-changing outcomes we create for our inspiring customers. We distinguish ourselves by offering flexible working arrangements and a supportive working environment for our employees.

Culture and Benefits

At Maxima we distinguish ourselves by offering family-friendly working hours, and a supportive working environment. Be welcomed into a culture of continuous improvement and endless learning opportunities.

  • Work for a national organisation with over 60 office locations
  • Generous salary sacrifice options available – increase your take home pay significantly
  • Healthy lifestyle initiatives including discounts on health insurance and gym memberships
  • Professional, community-focused and participant-centred team culture

How to Apply

Click Apply Now and submit your resume and cover letter telling us why you’re interested in the position.

Please note that only shortlisted candidates will be directly contacted.