Role Overview: Our partner is one of Australia's best-known brands and they are undertaking a significant program of work to enhance their customers' experience. One of the key streams in this program is the transformation of their call centre. The technology piece is well underway, and we are now looking for a senior call centre professional to deliver the business side of this stream. We are looking for an experienced Business side Project Manager with a solid background in contact centre management and transformation projects. The successful candidate will play a pivotal role in driving the project's success by leveraging their in-depth knowledge of contact centre operations, the ability to develop best-of-breed customer experiences, strong stakeholder management and the ability to instil long-term change. Responsibilities: Lead and oversee the end-to-end planning, execution, and monitoring of the contact centre transformation project. Collaborate closely with senior stakeholders to define project objectives, scope, deliverables, and success criteria. Apply extensive knowledge of contact centre operations to design and implement a target operating model that aligns with the organization's strategic goals. Conduct thorough assessments of existing processes and identify areas for improvement, efficiency, and enhanced customer experience. Develop and execute comprehensive training and development plans to upskill contact centre staff on new processes and technologies. Utilize strong stakeholder management skills to facilitate effective communication and alignment across all levels of the organization. Monitor project progress, identify risks, and proactively implement mitigation strategies to ensure project milestones are achieved. Provide regular updates, reports, and presentations to senior leadership and stakeholders to keep them informed about project status and outcomes. Contribute to the development of best practices, tools, and templates that can be utilized in future transformation initiatives. Requirements: Proven track record of successfully leading large-scale contact centre transformations, including process redesign, technology integration, and operational enhancement. Strong understanding of contact centre methodologies, practices, and technologies. Experience in developing and executing training and development programs for contact centre staff. Exceptional stakeholder management skills with the ability to interact effectively with senior executives and cross-functional teams. Project Management Professional (PMP) certification is a plus. Excellent communication, presentation, and problem-solving skills. A high degree of adaptability, resilience, and leadership. Familiarity with change management principles and practices (desirable) If you are a results-driven Project Manager with a strong background in contact centre management and transformation, and you're eager to take on a significant role in reshaping our client's operations, we encourage you to apply with your updated CV. This role is based in Sydney and suitable candidates must have full Australian working rights.