Why You’ll Love Working With Us

Some of the key benefits for the position and employment at Programmed, include:

Competitive pay: Attractive salary with annual performance and remuneration review program

Volunteer leave on full pay: Take two paid days each year to give back to causes you care about and make a difference in your community.

Exclusive perks & discounts: Enjoy savings with popular brands like Hello Fresh, New Balance, JB, Apple & more.

Your well-being, our priority: Health insurance discounts, generous paid parental leave and access to our Employee Assistance Program, including tailored well-being initiatives designed to support your personal and family needs.

Investment in you: We're passionate about personal and professional growth, offering access to certificates, webinars, mentorship, and practical training to help you thrive in your career.

About the Opportunity & Environment

This role within Programmed supports a large, high-volume social housing facilities management portfolio, delivering essential maintenance services across a broad residential property network. The work is community-focused and service-critical, ensuring homes remain safe, compliant and functional for residents across the ACT.

The call centre is a central function within this environment, acting as the primary coordination point for maintenance requests, urgent repairs and service enquiries. The team manages a diverse and fast-moving workload, balancing competing priorities, strict service level agreements and strong customer service expectations, while working closely with internal teams and external contractors.

As Call Centre Manager, you will lead a team responsible for triaging requests, coordinating workflows and ensuring issues are resolved efficiently and professionally. Your leadership will directly influence service outcomes, customer satisfaction and the overall performance of a contract that makes a meaningful difference to the community.

This is a role suited to a leader who thrives in structured, operational environments and understands the importance of empathy, clarity and accountability in essential service delivery.

Key Responsibilities

• Lead and inspire a team of call centre agents to deliver exceptional customer service and meet performance targets
• Manage day-to-day operations, including rosters, escalations, and workload prioritisation
• Ensure compliance with company policies, procedures, and legislative requirements
• Monitor and report on KPIs, SLAs, and operational performance
• Drive continuous improvement initiatives to enhance efficiency and customer satisfaction
• Build strong relationships with contractors and internal stakeholders
• Support training, coaching, and development plans for team members
• Identify opportunities for business growth and contribute to client relationship management

About You

You are a confident and proactive leader with a passion for people and performance. You excel at managing teams, solving problems, and delivering results in a dynamic environment. Your ability to communicate clearly and build strong relationships ensures success in this role.

You will bring:

• 2 - 3 years’ experience in a team leader or supervisory role within a contact centre environment
• Proven ability to manage KPIs and achieve service delivery targets
• Strong leadership and coaching skills
• Excellent communication and stakeholder management abilities
• Experience handling escalations and demanding customers
• Knowledge of workforce management systems and contact centre technologies (desirable)
• Qualifications in Customer Engagement or Leadership & Management (Certificate IV desirable)

About Us

Programmed is a leading provider of operations and maintenance services across all industry sectors including education, health, infrastructure, manufacturing, transport and mining in Australia and New Zealand. 

Our Facility Management business unit partners with our valued clients to deliver a comprehensive range of facilities management from small repair work to managing large-scale facilities and infrastructure networks.

We encourage career development, support flexibility and care about your personal wellbeing and safety. Join the Programmed team today. 

Work With Us

Submit your application today and join us on our mission to build outstanding people, strong customers, and great communities.

Our Commitment

Programmed and PERSOL supports a workplace culture of zero harm and encourages this in all that we do.

Programmed and PERSOL strives for diversity, inclusion and equality of our people. We seek a workforce that is representative of the communities we work in. We encourage people of all cultures, gender, age, sexual orientation or abilities to apply.

To learn more about working with Programmed and PERSOL, we encourage you to visit our website.