Head of Contact Centre Sales

We’re partnering with a purpose-led organisation to find an experienced contact centre leader for a newly created role. This is a unique opportunity to shape a critical call centre function from the ground up by driving customer growth, outbound retention, and building a high-performance culture around meaningful customer engagement. * Melbourne or Brisbane location * Flexible working arrangement

The Role

In this role, you’ll be responsible for both the strategic direction and operational delivery of the sales and outbound functions within a voice-based contact centre environment. While managing an existing team, you'll be tasked with building and evolving a new capability, embedding a sales and retention mindset, and leading a cultural shift in how performance, customer outcomes, and data-driven decision making come together.

You'll be working within a structure that is evolving, making it an ideal position for someone who thrives in complex, changing environments and knows how to lead through influence, pace, and persistence.

The Opportunity

• Lead and develop high-performing inbound and outbound sales teams
• Foster a culture where sales leaders and frontline teams are empowered, supported, and driven to succeed
• Drive revenue growth, improve retention, and deliver seamless sales journeys across voice channels
• Collaborate across marketing, product, analytics, and operations to optimise lead strategies and customer engagement
• Balance day-to-day delivery with longer-term strategy, capability building, and continuous improvement
• Work alongside a large service function, bringing a commercial, sales-focused lens to customer interactions
• Influence broader business decisions and connect with global peers on best practice
• Accountable for a revenue target for inbound sales outbound campaigns
• Contribute to broader customer lifecycle strategies by providing frontline insights and data
• Ensure adherence to regulatory and compliance obligations in all sales activity

What You Bring

• 10+ years of leadership experience in inbound and outbound sales and retention operations within high-volume, regulated contact centre environments.
• Experience in health insurance, financial services, or other regulated industries is highly desirable.
• Proven ability to analyse sales pipelines, identify bottlenecks, and optimise conversion rates across the customer journey.
• Demonstrated strength in building high-performing team cultures, coaching leaders, and driving strong commercial outcomes.
• A track record of delivering revenue growth while successfully reducing customer churn.
• Experience setting clear KPIs, fostering accountability, and creating environments that support performance, growth, and continuous learning.
• A strategic thinker with hands-on operational expertise and you know how to execute while bringing people on the journey.
• Deep understanding of compliance and regulatory obligations in customer engagement settings.
• A proactive approach to driving change and continuous improvement, with demonstrated success in reshaping culture and ways of working.

Risk and Compliance

As part of this leadership role, you’ll be responsible for understanding the risks, processes, and accountabilities linked to your area. You’ll ensure your team operates in line with relevant regulations and internal policies, and that safeguards are built into daily practices.

You’ll be expected to:

• Raise issues, incidents, or complaints in a timely and transparent manner
• Work safely and promote safe working practices across your team
• Apply sound judgement around data security and confidentiality in all aspects of work
• Take ownership of understanding relevant legal and regulatory requirements, and help ensure the right controls are in place to meet them

Why This Role?

This is not just a sales leadership position; it’s a chance to shape how an organisation grows. You’ll influence culture, build capability, and connect commercial ambition with real customer outcomes. The business is purpose-led, APAC-focused, and backed by a leadership team with strong strategic intent. If you’re someone who brings energy, structure, and a drive to improve, this is a role where you can make lasting impact.

Aboriginal and Torres Strait Islander Peoples are encouraged to apply.
To apply, please click "Apply" or contact Ali Alpe on ali.alpe@robertwalters.com.au for a confidential discussion.