Manager CCM (Contact Centre)

TL;DR

Manager CCM (Contact Centre): Driving the delivery of high‑quality Contact Centre managed services for a large government agency with an accent on incident, problem, and change management. Focus on leading the SA‑TAC team, managing complex escalations, and uplifting operational capability to ensure exceptional customer satisfaction.

Location: Must hold full Australian Citizenship. Hybrid setup: 3 days in office (Macquarie Park, NSW), 2 days remote.

Company

hirify.global is an Australian telecommunications company delivering millions of services across mobile, broadband, and digital solutions.

What you will do

• Lead and manage the TAC team to deliver effective incident resolution, problem management, and implementation of changes.
• Drive operational performance to ensure service levels, contractual deliverables, and customer expectations are consistently met.
• Manage major incidents, high‑priority escalations, and engagement with senior stakeholders across the organization and government client.
• Oversee resource planning, staff performance, and the delivery of capability uplift and training initiatives.
• Collaborate with internal delivery groups, vendors, and partners to ensure high‑quality end‑to‑end managed service outcomes.
• Champion continual improvement through process optimisation, automation initiatives, and best‑practice service management.

Requirements

• Must hold full Australian Citizenship.
• 10+ years of experience as a technical specialist or engineer within an ITIL‑aligned environment.
• 6+ years of experience leading large technical teams.
• Strong technical grounding across internetworking, collaboration technologies, cloud, and Contact Centre environments.
• Advanced communication and stakeholder engagement skills, including managing senior‑level customer escalations.
• Ability to obtain Federal Government Baseline/NV1/NV2 clearance is highly desirable.

Culture & Benefits

• Flexible working arrangements (3 days in office / 2 days remote).
• Competitive remuneration, employee discounts, and monthly hirify.global product credits.
• Vibrant office campus with cafes, gym, on-site childcare, and medical services.
• Inclusive, carer-neutral paid Parental Leave of up to 16 weeks.
• Professional development via hirify.global U industry-focused micro-credentials.
• Comprehensive wellbeing support with 24/7 access to counselling and support services.