National Contact Centre Manager
Lead a high-performing contact centre team, craft strategies, oversee daily operations and drive efficiencies with OneCart’s innovative and growing environment.
If you are ready for a senior role in contact centre management with scope for strategic planning and cross-functional impact, OneCart’s National Contact Centre Manager opportunity is a perfect fit. This permanent, full-time position includes attractive company benefits like paid annual leave, training, and a study allowance. You will work in a dynamic industry spanning call centre operations, IT and internet services, and wholesale & retail trade.
What You’ll Do Day to Day
As National Contact Centre Manager, you’ll drive the execution of strategies and initiatives for contact centres, ensuring seamless daily operations. You’ll develop roadmaps for process improvement, prioritising both excellence in customer service and the achievement of key performance targets.
Your core responsibilities cover people management, aligning teams with operational objectives, overseeing incident management, and driving digitisation projects. You’ll monitor performance metrics, reporting and collaborating with cross-functional teams to identify improvements.
Coaching, developing and motivating staff—including team leads, shoppers, and drivers—will be essential to ensure deliveries meet customer expectations and SLAs. Continuous communication with stakeholders and rigorous adherence to internal policies round out your duties.
Key Advantages
OneCart offers strong career progression in a reputable and growing company. You’ll get to lead high-performing teams while enjoying benefits like training, study support, and paid leave.
The role is hands-on, with strategic influence across multiple business units, giving you autonomy to shape processes and implement new technologies. Experience gained here will be highly valuable for your long-term career in operations management.
Points to Consider
This role requires proven management experience and a solid track record in contact centre environments. The pace and scope may be demanding, particularly as you handle cross-department requests and resource planning.
You’ll need to be comfortable with tight deadlines, fast problem-solving, and balancing multiple priorities daily. Experience in financial analysis and reporting is essential for success in this position.
Final Thoughts
OneCart’s National Contact Centre Manager position is an ideal fit for results-driven professionals who thrive in leadership roles. Bringing innovation, strategy, and people development together, the role offers both challenge and reward. If you are ready to play a pivotal part in customer experience excellence, this could be your next career step.