CONTACT CENTRE MANAGER

ABOUT US

Winc exists to inspire millions of Australians with smarter, better ways to work and learn. From office, school, facilities, and safety essentials to services like print, marketing, technology, and workspace solutions, Winc offers a wide range of products tailored to our customers’ needs.

ROLE PURPOSE

The Contact Centre Manager is a senior operational leadership role responsible for the performance, engagement, and development of our contact centre teams across Australia. Reporting to the Head of CX Operations, this role leads the CX Leaders who manage frontline agents, ensuring consistent service delivery, operational efficiency, and a coaching-led culture.

This is a hands-on leadership role requiring proven contact centre management experience, strong data literacy, and the ability to represent the CX function to senior stakeholders across the business.

KEY ACCOUNTABILITIES

Leadership and People Management

• Lead and develop CX Leaders, driving a strong coaching and performance culture.
• Manage performance, escalations, and complex people matters.

Operations and Service Delivery

• Own contact centre performance across service, cost, and SLAs.
• Manage real-time operations, capacity, and peak-period delivery.
• Drive efficiency and cost-to-serve improvements.

Stakeholder Engagement

• Act as the key operational contact for internal stakeholders.
• Partner with Technology and Product on CX system and change initiatives.

Reporting and Analysis

• Provide performance reporting and insights to guide decisions.
• Support planning, budgeting, and continuous improvement.

WHAT WE LOOK FOR

Essential Requirements

• Proven experience in contact centre leadership (Operations Lead, Centre Manager, or Senior Team Leader managing other Leaders)
• Experience leading distributed or multi-site teams
• Hands-on experience with Genesys Cloud (or equivalent CCaaS platform)
• Working knowledge of Salesforce for case management and reporting
• Strong data literacy with ability to interpret and act on operational metrics
• Track record in performance management and coaching for improvement
• Excellent communication skills with ability to present to senior stakeholders

Desirable

• SAP experience (order management, customer master)
• Experience with workforce management tools (Genesys, Verint, Calabrio, or similar)
• B2B customer service or supplies/distribution sector experience
• Experience leading teams through transformation, system migration, or significant change
• Familiarity with PE-backed or acquisition environments

WORKING WITH WINC

• We believe we’re better and smarter together and our values reflect our commitment to creating a welcoming, diverse and inclusive environment. 
• We all reap the rewards of diversity with gender equity across teams, senior management and internal promotions as just the beginning.  
• We are committed to First Nations empowerment and support and clear on our responsibility to take action to address the imbalance in opportunities. 
• We are focused on working towards a more sustainable future with our Winc Social Agenda - our plan to make a difference across six pillars of social responsibility (Safe Work Practices, Gender Equity, First Nations Empowerment and Support, Climate Change, Responsible Packaging/Management of Waster and Ethical Sourcing).  
• We’re passionate about setting our people up for success and providing the training, tools and environment to enable you to perform your best and develop your career at Winc.  
• We take care of our people through our internal Mental Health First Aider network, free access to our Employee Assistance Program, and generous leave entitlements to support you through the various priorities and stages of life (e.g. Lifestyle Leave, Volunteering Leave, Cultural Awareness Leave, Sorry Business Leave, Paid Parental Leave, Domestic Violence Leave). 
• And finally, there’s plenty of perks! Our much loved quarterly Our Heroes recognition program, team discounts, corporate partner discounts. People say it’s a really collaborative and supportive environment – why don’t you be the judge? 

To Apply:  Send your resume to the Winc People Team by selecting ‘Apply’ and following the prompts.