Job Description
Full job description
Job no: 500318
Work type: permanent full time
Location: Sydney
Categories: Marketing
Who Are We?
Are Media is Australia’s #1 women’s lifestyle network. We connect with 90% of Australian women, igniting intention through our brands including The Australian Women’s Weekly, Better Homes and Gardens, Woman’s Day, marie claire, ELLE Australia, TV WEEK, New Idea, WHO, Australian Gourmet Traveller and BEAUTY/crew. With deep insights into what moves, inspires and excites women, we join commercial partners with audiences across print magazines, digital and social channels, TV, video, Australia’s biggest online communities, content commerce and immersive experiences. We create content Australians love across food, fashion, beauty, homes, entertainment, and lifestyle and through our Change AREgenda we drive meaningful and positive change for women.
Are Media employs Australia’s best content creation talent and we are proud that our greatest strength is our people.
Why Are Media?
Join Australia’s leading content company for women and be part of an inspiring, creative and collaborative team. We offer excellent people programs including:
A day of leave for your birthday,
4 days of volunteering leave each year,
An inclusive parental leave program that supports all parents, families & carers,
FREE digital access to all our titles, and
Our unique Are Media Learning Academy (Digital Academy, Lunch N Learns, Mentoring and much more).
At Are Media, you'll be in the office four days a week, with one day to work from home.
About the role
This role is responsible for managing the day-to-day operations of the offshore Contact Centre, ensuring service levels, productivity, and quality standards are maintained. Monitoring customer feedback, complaint trends, and service improvements is critical to ensuring a high standard of customer experience.
Duties
CManage offshore Contact Centre activity to ensure service levels, KPIs and productivity targets are met
Lead coach and mentor Contact Centre team Leads
Monitor and analyse customer feedback, complaints and satisfaction metrics
Drive initiatives to improve customer service quality and resolution times
Provide insights and reporting
Ensure compliance with internal polices and regulatory requirements
Process and Quality Improvements
Lead and support initiatives to enhance Contact centre
Skills and experience
Experience leading high performance teams
Strong Operational and Analytical Skills
Customer Experience Expertise
Problem solving and Process Improvement
Familiar with Contact centre systems and reporting tools
Capacity to lead initiatives that improve operational efficiency and customer experience
Experience managing projects, implementing change and delivering measurable outcomes
Are Media is a proud member of Media Diversity Australia, a not-for-profit organisation working towards a media landscape that looks and sounds like Australia. We are committed to fostering diverse, respectful, collaborative & inclusive workplace. We know & value the success this brings for everyone and we welcome & encourage applications from diverse backgrounds. When you apply, please let us know of any reasonable adjustments you may need during the interview process.
Advertised: 23 Mar 2026 AUS Eastern Daylight Time
Applications close: 06 Apr 2026 AUS Eastern Standard Time
Job no: 500318
Work type: permanent full time
Location: Sydney
Categories: Marketing
Who Are We?
Are Media is Australia’s #1 women’s lifestyle network. We connect with 90% of Australian women, igniting intention through our brands including The Australian Women’s Weekly, Better Homes and Gardens, Woman’s Day, marie claire, ELLE Australia, TV WEEK, New Idea, WHO, Australian Gourmet Traveller and BEAUTY/crew. With deep insights into what moves, inspires and excites women, we join commercial partners with audiences across print magazines, digital and social channels, TV, video, Australia’s biggest online communities, content commerce and immersive experiences. We create content Australians love across food, fashion, beauty, homes, entertainment, and lifestyle and through our Change AREgenda we drive meaningful and positive change for women.
Are Media employs Australia’s best content creation talent and we are proud that our greatest strength is our people.
Why Are Media?
Join Australia’s leading content company for women and be part of an inspiring, creative and collaborative team. We offer excellent people programs including:
A day of leave for your birthday,
4 days of volunteering leave each year,
An inclusive parental leave program that supports all parents, families & carers,
FREE digital access to all our titles, and
Our unique Are Media Learning Academy (Digital Academy, Lunch N Learns, Mentoring and much more).
At Are Media, you'll be in the office four days a week, with one day to work from home.
About the role
This role is responsible for managing the day-to-day operations of the offshore Contact Centre, ensuring service levels, productivity, and quality standards are maintained. Monitoring customer feedback, complaint trends, and service improvements is critical to ensuring a high standard of customer experience.
Duties
CManage offshore Contact Centre activity to ensure service levels, KPIs and productivity targets are met
Lead coach and mentor Contact Centre team Leads
Monitor and analyse customer feedback, complaints and satisfaction metrics
Drive initiatives to improve customer service quality and resolution times
Provide insights and reporting
Ensure compliance with internal polices and regulatory requirements
Process and Quality Improvements
Lead and support initiatives to enhance Contact centre
Skills and experience
Experience leading high performance teams
Strong Operational and Analytical Skills
Customer Experience Expertise
Problem solving and Process Improvement
Familiar with Contact centre systems and reporting tools
Capacity to lead initiatives that improve operational efficiency and customer experience
Experience managing projects, implementing change and delivering measurable outcomes
Are Media is a proud member of Media Diversity Australia, a not-for-profit organisation working towards a media landscape that looks and sounds like Australia. We are committed to fostering diverse, respectful, collaborative & inclusive workplace. We know & value the success this brings for everyone and we welcome & encourage applications from diverse backgrounds. When you apply, please let us know of any reasonable adjustments you may need during the interview process.
Advertised: 23 Mar 2026 AUS Eastern Daylight Time
Applications close: 06 Apr 2026 AUS Eastern Standard Time
💡 Quick Summary
Seeking a career-building opportunity? The Customer Experience and Contact Centre Relations Manager position is now open for candidates interested in the Work from home Jobs sector. This role in Sydney offers a professional environment and growth potential.
Requirement Snapshot: Candidates should possess basic communication skills, a proactive attitude, and the ability to work in a team. Experience in Work from home Jobs is a plus.
