About Us
D2MS was founded on the belief that sales and direct marketing can and should be different. We represent clients across multiple sectors, including global blue-chip companies, and acquire customers on their behalf through tailored telephone sales strategies. With operations spanning Europe, North America, and Australia, we are seeking a driven, experienced Contact Centre Manager to lead and grow our remote outbound contact centre operations.

Position Purpose
The Contact Centre Manager will oversee the call centre's daily operations while driving performance and ensuring compliance with industry standards. You will play a pivotal role in scaling our Australian operation, developing and managing a team of remote employees, driving sales, and creating a culture of accountability, innovation, and results.

This fully remote role offers flexibility but requires a disciplined, self-motivated leader passionate about delivering exceptional results.

This role is the leader of Australian operations and will be supported by an experienced team in the UK.

Key Responsibilities

Operational Management

○ Manage the daily operations of the remote Contact Centre, including resource planning, campaign oversight, and dialler management.

○ Develop, implement, and monitor performance strategies to meet KPIs across multiple campaigns.

○ Collaborate with the General Manager to recommend and implement performance innovations.

○ Manage budgets and ensure client campaigns deliver expected outcomes.

Team Leadership

○ Build and develop high-performing remote sales teams, fostering a culture of collaboration and accountability.

○ Provide coaching, training, and mentoring for team leaders and supervisors to develop their leadership skills.

○ Coordinate bonus, rewards, and incentive programs to drive team motivation.

○ Manage virtual teams effectively, ensuring robust communication and performance management.

Performance and Reporting

○ Analyse campaign performance data, identify trends, and implement strategies to optimise conversion rates.

○ Present performance insights to stakeholders and provide feedback to influence business strategy.

○ Conduct needs assessments, performance reviews, and appraisals for continuous improvement.

○ Ensure operational adherence to industry rules, regulations, and best practices.

New Business Growth & Client and Stakeholder Management

○ Represent the business in client meetings, providing updates on campaign performance and strategic recommendations.

○ Liaise with marketing teams both internal and external to align campaign strategies and optimise data conversion rates.

○ Work with the Leadership team to drive new client acquisition through a managed pipeline of prospects

Required Skills, Knowledge, and Experience

● Proven leadership experience in managing outbound call centre operations, including training and development.

● Strong sales background, particularly in outbound call centres, with expertise in implementing performance-driven strategies.

● Experience managing remote or virtual teams.

● Proficient in analysing and interpreting data to make informed decisions and present insights effectively.

● Proven ability to build and lead successful sales teams with a people-first approach.

● Strong commercial acumen and exceptional stakeholder relationship management.

● Advanced Excel skills and the ability to manage dialler software effectively.

● Proactive problem-solving and innovation-driven mindset.

What We Offer

● Competitive salary ($120,000 to $140,000AUD + super, depending on experience).

● Bonus based on delivery of KPIs.

● Flexible, fully remote working arrangements with a company laptop and phone.

● High-level support from the entire management team.

● Incentive budgets and employee discounts.

Schedule: Monday to Friday (flexible hours, 9am–9pm as needed).

Experience Required:

● Telesales Management: 2+ years (preferred).