Manager, HiQ (Contact Centre)

• Reference number: 26271
• Term: Ongoing, full-time basis
• Remuneration: $172,761 to $193,229 pa (HEW10) (inclusive of $145,985 to $163,281 salary pa, 17% superannuation and 17.5% recreation leave loading)
• Location: Gardens Point (hybrid option available)
• Open to: applicants who have ongoing full-time work rights in Australia. In support of our strategic priority of Indigenous Australian success, Aboriginal Australians and Torres Strait Islander people are encouraged to apply.

Who are we looking for?

We are seeking a Manager, HiQ (Contact Centre) to join Digital Business Solutions, Administrative Division.

The Manager, HiQ Contact Centre provides strategic and operational leadership for QUT’s high volume contact centre services. This role is responsible for establishing, strengthening and continuously improving the core foundations of contact centre operations, including workforce capability, service design, performance management, quality assurance, and enabling technologies. The position leads a complex service environment, balancing day to day operational delivery with longer term service maturity and uplift. Working as part of the Student Engagement leadership team, the Manager, HiQ Contact Centre will collaborate closely with peer managers and key stakeholders to ensure contact centre practices are aligned, scalable and integrated with broader service models. The role has a strong focus on building sustainable operating rhythms, embedding consistent processes, and using data and insights to drive service, performance and customer experience improvements. The Manager, HiQ Contact Centre plays a key role in progressing outcomes identified through service maturity and capability assessments, supporting the evolution of HiQ’s service model, and ensuring the contact centre is well positioned to respond to changing student needs, demand patterns and digital service expectations. The role also acts as a senior liaison with specialist service areas, and external partners to ensure operational and technological alignment. This position reports to the Director, Student Engagement for career planning, development, and performance expectations.

We’re offering this role as a hybrid position as part of QUT’s commitment to embracing the opportunities created by a more virtual and connected world.

About us

QUT is a major Australian university with a global outlook and a 'real world' focus. We are an ambitious and collaborative institution that seeks to equip our students and graduates with the skills they will need in an increasingly disrupted and challenged world.

Digital Business Solutions (DBS) provides enterprise wide information, technology and service capabilities that support staff and students across learning and teaching, research and innovation, and professional services. DBS uses digital platforms, data and service design to create value for students and customers, enabling connected, efficient and high quality experiences at scale. Student Engagement is a core component of DBS, focused on delivering seamless, student centred services and experiences across the student lifecycle.

This includes major engagement initiatives such as Orientation and College of Excellence, as well as HiQ services delivered through the Contact Centre, Service Points and Future Students engagement. Together, these services provide a consistent, integrated point of access for enquiries, support and engagement for prospective and current students. DBS embraces digital transformation as fundamental to delivering the QUT Digital Strategy and enabling the university’s aspirations outlined in the QUT Connections Strategy..

What you need to succeed

1. Education, training and/or experience equivalent to postgraduate qualifications, combined with extensive relevant experience leading complex, high?volume service environments, preferably within contact centre or customer service operations.

2. Demonstrated experience establishing, leading and improving contact centre operations, including workforce capability, service design, quality assurance, performance management, and continuous improvement across people, processes and technology.

3. Proven ability to balance operational delivery with longer?term service uplift, including setting priorities, embedding sustainable operating rhythms, and progressing service maturity initiatives in complex organisational environments.

4. Strong analytical capability, with demonstrated experience using operational data, demand forecasting and customer insights to optimise resourcing, improve performance, and enhance customer experience.

5. Highly developed stakeholder engagement and influencing skills, with the ability to work across organisational boundaries and partner effectively with technology teams, specialist service areas and external providers.

6. Demonstrated people leadership experience in fast?paced service environments, with a focus on building capability, accountability and a positive, high?performing team culture.

Life at QUT

We're committed to building a culture that fosters connection between people and purpose. Beyond personal and professional fulfillment, a career at QUT offers:

• A healthy work-life balance with a blend of on-campus and off-campus work arrangements for applicable positions. 
• Competitive remuneration with up to 17% superannuation and leave loading of 17.5%. 
• Generous parental leave including primary carer parental leave of up to 26 weeks (including 17% super). 
• Stay healthy with Fitness Passport and enjoy discounted rates on private health insurance. 
• Purchased Leave Scheme - up to 8 extra weeks. 
• Salary Packaging Scheme for additional superannuation contributions, vehicle leasing, and on-campus services such as childcare, parking, and gyms. 
• Numerous opportunities for professional development including leadership programs and workshops, and our study assistance scheme.
• Commitment to our Indigenous Australian staff  through initiatives such as the Indigenous Australian Staff Network, Cultural and Ceremonial Leave, Staff Development Workshops, and representation on university committees. 

Explore more benefits of life at QUT.

Belong at QUT 

We are guided by our values of Ambition, Integrity, Inclusiveness, Innovation, and Academic Freedom and our QUT Connections in our mission to inspire and shape the next generation of change-makers. 

As part of our commitment to fostering an inclusive workplace, we proudly support our Indigenous Australians Employment Strategy, aiming for an Indigenous Australian workforce participation of 3.6%. We extend a warm invitation to Aboriginal Australians and Torres Strait Islander people to join us in pursuing a rewarding career at QUT.

We believe that diversity is our strength and are dedicated to creating safe, inclusive spaces where everyone can thrive. We strongly encourage individuals from diverse cultures, ages, linguistic backgrounds, sexual orientations, and gender identities, and those who are living with disabilities to apply for positions at QUT.

At QUT, diversity is not just embraced—it's celebrated. See our commitment

How to Apply

Discover the possibilities that await with a career at QUT. If you're ready to embark on a journey of innovation and opportunity, we're excited to meet you.

Find out more about this position and submit your application by clicking 'Apply' or the link below.

View the job details at: Manager, HiQ (Contact Centre)

Job opens: 28-May-2026

Applications Close: 10-Jun-2026 at 11.30pm

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