Contact Centre Operations Manager | QLD - Brisbane

Job reference number: ALL/1343632E

When you work at Allianz, you’re part of a strong global insurer, helping to protect over 3 million Australians. You’ll have opportunities to grow and drive your career your way, work with people from all different backgrounds, and feel free to bring fresh thinking. And you’ll get the support you need to have an enriching career and enjoy what really matters to you.

Allianz Australia is committed to providing our customers with the outstanding service and solutions at every point of contact, none more so than within our Customer Contact Centres. We are a high performing business; with offices centrally located, combined with a growing work from home presence. Over 400 employees engaged in a variety of functions we are constantly striving, improving and innovating to grow our business.  

The focus of this role is to ensure the Contact Centre provides a brilliant customer experience in an effective and efficient manner. A key part of the role is to lead, execute and report on projects aligned to corporate strategy, relating to system, technology, process and best practice and to ensure continuous improvement. Key to this will be your ability to identify trends and opportunities, implement projects and utilize various media to communicate outcomes the stakeholders and leadership teams. You will work closely with the Group Contact Centre Manager and lead the Workforce Planning, Quality, Learning and Development, Reporting and Project Improvement Teams.

Culture rocks and it is essential to have passion for people, with strong ability to coach, develop and inspire excellence.

In return, we offer you a dynamic workplace culture, one that values and leverages the unique ideas, capabilities and experiences you bring. We believe this strengthens our ability to deliver on our business goals, particularly as it relates to innovation, growth and our focus on customers.

What does success look like?

  • Previous experience in teams within Contact Centres, delivering both sales and service customer outcomes
  • Demonstrated experience in uniting and engaging teams on a change management journey
  • Working knowledge of telephony infrastructure and a broad knowledge of the contact centre industry including market awareness
  • Ability to create continuous improvement concepts and business plans
  • Exposure to emerging contact centre technologies including outbound, lead management and web chat solutions
  • Commercial skills and demonstrated strategic management skills at a senior level
  • A demonstrated understanding and experience in leading multi-channel, multisite (including virtual workforces) in large contact centre environment.
  • Relevant tertiary skills are highly desired

Allianz Australia is a high performing organisation who is looking for ambitious, dedicated and motivated people who dare to take up new challenges. If this role sounds like the challenge you've been looking for, please submit your application today.

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