Job Description

Centre of Excellence Manager – Fiji

About the Company

At RCL Services, a subsidiary of Recoveriescorp, we believe in more than just business outcomes – we believe in helping communities build financially sustainable futures. With over 30 years of experience in the contact centre, customer service and credit management space, and a presence across Australia, New Zealand, South Africa, Philippines and Fiji, we are proud of our inclusive culture and the meaningful impact our teams deliver every day.

At RCL Services, we actively celebrate diversity across our workforce and are committed to providing inclusive and equal employment opportunities to all candidates.

About the Role

We are seeking an experienced and strategic leader to establish and lead our Centre of Excellence (CoE) in Fiji, delivering integrated Quality Assurance (QA), Workforce Management (WFM), and Reporting & Analytics services across our contact centre operations.

This is a pivotal leadership role responsible for building capability, standardising best practices, and driving measurable improvements in service quality, workforce efficiency, and performance insights across multiple programs.

Key Responsibilities

Leadership & CoE Development

• Establish and lead a centralised Centre of Excellence, including structure, recruitment, onboarding, and operating model.
• Lead, coach, and develop QA, WFM, and Reporting team leads and their teams.
• Drive a culture of continuous improvement, accountability, and service excellence.
• Manage capacity, resourcing, and operational priorities across multiple programs.

Quality Assurance

• Define and govern QA frameworks, evaluation standards, and calibration across all programs.
• Drive root-cause analysis and performance insights to improve agent and program outcomes.
• Ensure compliance with regulatory, client, and operational standards.

Workforce Management

• Oversee forecasting, scheduling, and real-time workforce management.
• Optimise performance through improvements in adherence, occupancy, and service levels.
• Partner closely with operations and recruitment on workforce planning and demand forecasting.

Reporting & Analytics

• Lead operational and executive reporting, ensuring a single source of truth.
• Drive data quality, insights, and reporting automation using BI tools.
• Provide actionable insights to leadership and clients to support decision-making.

Stakeholder & Governance

• Act as the key point of contact between Fiji operations, Australian leadership, and clients.
• Establish governance frameworks, service levels, and reporting cadence.
• Lead cross-functional improvement initiatives aligned with business priorities.

Experience & Qualifications

• 7+ years’ experience in contact centre / BPO operations
• Strong expertise in at least two of: QA, WFM, or Reporting & Analytics
• Proven experience leading multi-disciplinary teams
• Experience building or scaling a shared service / Centre of Excellence (desirable)
• Tertiary qualification in Business, Analytics, or related discipline

Skills & Capabilities

• Strong knowledge of WFM (forecasting, scheduling, real-time) and/or QA frameworks
• Data-driven with experience using Power BI or similar tools
• Strong stakeholder management across local and offshore teams
• Ability to operate in a fast-paced, multi-program environment
• Knowledge of COPC or continuous improvement frameworks (desirable)
• Flexibility to align with Australian business hours (AEST)

At RCL Services, we actively celebrate diversity across our workforce and are committed to providing inclusive and equal employment opportunities to all candidates. We encourage applications from culturally diverse backgrounds, people with disabilities, and all members of the LGBTQI+ community.

As part of this opportunity, you will also be expected to act as a role model, consistently demonstrating and promoting the values of RCL Services in your day-to-day work.

If you are ready to take the next step in your career and contribute to driving quality excellence, we encourage you to apply. To apply click on: Apply Now!