Optus is an Australian telecommunications company, delivering more than 11 million services to our customers every day across mobile, broadband and digital solutions.
We’re on the lookout for a Contact Centre Business Delivery Lead to help shape the future of customer experience. In this pivotal role, you’ll drive performance and operational excellence across our Contact Centres by aligning training delivery with business priorities and empowering our frontline teams to deliver exceptional service.
What you’ll do:
- Deliver impactful training experiences — both in-person and digitally — that bring learning to life.
- Equip frontline teams and leaders with the tools and knowledge to deliver outstanding customer outcomes.
- Ensure training is practical, relevant, and aligned with real-world challenges.
- Champion continuous improvement, quality, compliance, and support for vulnerable customers.
- Collaborate across teams to embed learning into everyday performance and contribute to strategic initiatives.
- May be required to travel Domestic/International to support business priorities, and program delivery.
What makes you perfect for the role?
- A passion for enabling people to succeed through engaging, effective learning.
- Confidence in delivering content across multiple platforms and formats.
- A strong understanding of contact centre operations and customer service excellence.
- A collaborative mindset and a drive to make a measurable impact.
What’s in it for you?
- Competitive remuneration and employee discounts. Make life easier (and more affordable) with $80 monthly credit and 25% off Optus products and unique shopping discounts with our retail partners.
- Flexible working arrangements.
- Competitive leave policies, including additional 'Connected’ days to focus on culture, family, health, community, or whatever’s important to you.
- We support growing families with inclusive, carer-neutral paid Parental Leave of up to 16 weeks.
- Direct your own development and build future-ready skills with Optus U’s industry-focused micro-credentials, developed with La Trobe and Macquarie Universities.
- Build meaningful connections through employee-led networks and diversity initiatives including Culture Connect, Elevate Women, Disability Network and Express Yourself (LGBTQIA+).
- Put your wellbeing first with free access to counselling and support services, 24/7 — in-person, by phone, SMS, or video.
At Optus, we are strengthened by others and that means valuing diversity and saying ‘yes’ to embracing individual differences. We are committed to ensuring that our application process provides an equal employment opportunity to all job seekers, including individuals from diverse gender, cultural and linguistic backgrounds, individuals with a disability, individuals identifying as being part of the LGBTQIA+ community, individuals who may have served in the armed forces or who identify as Aboriginal and/or Torres Strait Islander. We also want to do our best to make our recruitment process inclusive. If you require any adjustments or accessibility support to participate fairly and equitably in the recruitment process, please email AccessibleRecruitment@optus.com.au or call 1800 309 170. We're here to help. When you contact us, please advise your preferred method of contact and we will be in touch within 48 hours.
For more information on Diversity, Inclusion & Belonging at Optus, please visit https://www.optus.com.au/about/inclusion-diversity
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