Contact Centre Manager

at  Macquarie University

PRIMARY DETAIL

Salary Package: $120K per annum (HEW Level 8), plus 17% Super
Contract Type: Full-time, 2 Year Fixed Term Contract
Location: Macquarie University, Wallumattagal Campus, Dharug land, North Ryde
About the role
At Macquarie University, we are committed to empowering students on their journey to higher education. As the Contact Centre Manager for Prospective Students, you will lead a dynamic team dedicated to providing exceptional service, guiding prospective students from their initial enquiry through to enrolment.
In this role you will provide operational leadership and management of the Contact Centre and be responsible for supporting the acquisition and conversion of domestic and international students to meet the University’s new commencing student load and revenue targets.
You will be leading a team of approximately 43 people of mainly casually staff, but supported by two full-time enquiry officers. This is a key position, and you will work closely with the Executive Directors of Domestic and International Future Students to build and manage an integrated contact centre and student conversion service. Your expertise will drive student acquisition and conversion, ensuring a seamless experience for all prospective students.
This is a fixed term contract role ending 31 December 2026.

What will you do?

• Work closely with the Executive Directors of Domestic and International Future Students to build an integrated contact centre and student conversion service, managing domestic and international campaigns and inbound enquiries.
• Lead and oversee the operations and resourcing of the Prospective Students Contact Centre, ensuring all leads and enquiries are responded to within the agreed service-level agreement.
• Create a strong customer-centric culture and lead a high-performing team dedicated to delivering quality end-to-end services to prospective students from initial enquiry to acceptance and enrolment.
• Develop and execute a timely training program and essential support materials to continually develop and improve team capability.
• Enhance systems, processes, and workflows to maximise efficiency and student conversion rates.
• Build and maintain collaborative relationships with internal and external stakeholders.

Why work at Macquarie
We rank amongst the top employers in the Australian Workplace Employers Index, having recently earned a five-star rating in the QS World Rankings with the highest rating for employability.

Our prime location, we are walking distance from Macquarie University Metro Station and Macquarie Shopping Centre. Not only are we close, take a look at our benefits on offer:

• 17% Superannuation
• Subsidised onsite parking options
• Flexible working options
• Training and professional development
• Purchased leave
• Onsite child care facilities
• Discounted health insurance (Medibank)
• Onsite vacation care
• Employee Assistance Program
• Subsidised membership at the Sport & Aquatic Centre
• Onsite GP, imaging & physio clinics

About Us
Macquarie is a university engaged with the real and often complex problems and opportunities that define our lives. Celebrating its 60th year in 2024, it was established as a bold experiment in higher education and designed to break from educational traditions to work in tandem with industry. Institutionally we strive for the extraordinary by challenging convention and embracing different views. Our pioneering culture has encouraged and inspired students, staff and collaborators to break free from conventional thinking, and to actively shape the complex issues that define the future of humanity.
Selection Criteria

You are a hands-on and results-oriented leader with a passion for fostering consistency in sales performance. You bring with your expertise in driving team engagement, optimising processes, and leading high-performing teams.

• Extensive experience in managing a busy and dynamic contact centre or inside sales function that operates within a high volume and complex environment that delivers high quality service in line with industry best practices.
• Demonstrated expertise in managing and leading both remote and casual teams effectively.
• Strong expertise in CRM systems and emerging sales technologies.
• Proven ability to develop and implement training programs that enhance service quality and team performance.
• Strong analytical and problem-solving skills, with experience using data to drive decision-making.
• Exceptional stakeholder management and communication skills, with the ability to collaborate effectively across teams.

Additionally, experience in domestic and international sales and conversion, within higher education will be a highly desirable.
How to apply
Please submit your application online. Make sure your cover letter clearly demonstrates how your experience aligns with the role and include your resume as well.
General Inquiries: Sasha Indurjith, Talent Acquisition Partner at
sasha.indurjith@mq.edu.au
Applications Close: 11:59pm - Friday, 7th February 2025
We reserve the right to progress or decline an application prior to the advertised closing date.
If you’re already part of the Macquarie Group (MQ University, U@MQ, MQ Health, MGSM), you’ll need to apply through your employee Workday account.
Applications Close:
07/02/2025 11:59 PM
Diversity and Inclusion
Innovation and ingenuity thrive at Macquarie University when diversity, equity and inclusion take centre stage. At the University, we embrace a culture where diversity of background, experience and perspective are fundamental to our success.
We do not discriminate on gender identity, age, culture, disability, sexuality, Indigeneity, family and caring responsibilities or religion.
Flexible Work
At Macquarie, we believe by providing flexibility in when, where and how work is done, we can support our staff to manage their personal commitments, while optimising their work performance and contributions to the University.

• Work closely with the Executive Directors of Domestic and International Future Students to build an integrated contact centre and student conversion service, managing domestic and international campaigns and inbound enquiries.
• Lead and oversee the operations and resourcing of the Prospective Students Contact Centre, ensuring all leads and enquiries are responded to within the agreed service-level agreement.
• Create a strong customer-centric culture and lead a high-performing team dedicated to delivering quality end-to-end services to prospective students from initial enquiry to acceptance and enrolment.
• Develop and execute a timely training program and essential support materials to continually develop and improve team capability.
• Enhance systems, processes, and workflows to maximise efficiency and student conversion rates.
• Build and maintain collaborative relationships with internal and external stakeholders