Job Title:
Associate Director, Service Delivery - Contact Centre - Hybrid
Job Description
We’re growing – and with growth comes opportunity. As our business evolves, we’re looking for an exceptional leader to join us as Associate Director and help shape the next chapter of our journey. This is a high-impact role for someone who thrives in dynamic environments and is passionate about leading people, deepening client relationships, and delivering operational excellence.
Based either at our Brisbane or Robina office, this is a remote first role, with some interstate travel, you’ll be responsible for leading large-scale contact centre operations across multiple sites and remote teams. You’ll bring a strategic mindset, an eye for innovation, and a natural ability to connect with people – whether they’re clients, team members, or key stakeholders.
What You’ll Be Responsible For:
- End-to-end service delivery across diverse contact centre operations, including onsite and work-from-home teams
- Client relationship and account management, including commercial negotiations, regulatory compliance, and governance in a highly regulated environment
- Driving strategic initiatives and innovation for clients, while contributing to the development of future-state roadmaps within our own organisation
- Engaging and retaining high-performing teams, cultivating a strong culture and supporting leadership capability across your portfolio
- Financial and operational accountability, ensuring excellence in service delivery and profitability
- Understanding client needs, both short- and long-term, and identifying innovative, tech-enabled solutions where relevant
What You’ll Bring:
We’re after more than just a resume – we want someone who brings energy, curiosity, and genuine leadership to the table. Someone who is as confident managing complexity and urgency as they are building strong, lasting relationships.
- 3–5 years of senior-level leadership experience, ideally in contact centres or the outsourcing space
- Proven ability to lead large, distributed teams across multiple locations
- Strong commercial acumen, including experience in contract and financial management
- A resilient, adaptable leadership style – able to pivot quickly, stay calm under pressure, and keep people focused on what matters
- A track record of delivering results through innovation, collaboration, and strategic thinking
- Exceptional stakeholder engagement skills, with experience influencing at executive levels
- Comfort and confidence in leading remote teams and fostering a sense of connection and performance across locations
If you're ready to make a meaningful impact, work with passionate teams, and lead with purpose – this could be your next big move.
Apply now and be part of the Concentrix team!
Location:
AUS Brisbane - 288 Edward St, Lvl 14
Language Requirements:
English
Time Type:
Full time
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