Contact Center Manager

Teachers Federation Health Ltd; Sydney; Hybrid; AUD 100,000 - 140,000; Full time

Benefits offered by this job

Hybrid working model

Subsidised private health insurance

Discounts on products and services

Generous wellbeing program

Easily accessible by public transport

Attractive leave benefits

Job summary

Teachers Health is seeking a Contact Centre Manager to lead day-to-day operations and ensure exceptional member experiences across all interactions.

You'll coach Team Leaders, drive service accuracy and productivity, optimise scheduling with Workforce Planning, and lead continuous improvement initiatives across the contact centre.

If you have 3-5+ years in similar leadership roles and a passion for developing people, apply.

Qualifications

• 3-5+ years in a Contact Centre Manager, Operations Manager or similar leadership role.
• Experience leading leaders within a large customer service or contact centre environment.
• Demonstrated ability to drive performance, engagement and service outcomes.
• Strong stakeholder management and influencing skills.
• Proven experience leading change and continuous improvement initiatives.
• Excellent verbal and written communication skills.
• High levels of emotional intelligence and people leadership capability.
• Australian Citizenship or Permanent Residency (if applicable)

Responsibilities

• Leading, coaching and developing a team of Team Leaders.
• Driving service, quality, productivity and member experience outcomes.
• Partnering with Workforce Planning to optimise schedules and resourcing.
• Using insights and performance data to identify opportunities for improvement.
• Leading operational change and continuous improvement initiatives.
• Collaborating with stakeholders a

Skills

People leadership

Stakeholder management

Change management

Communication skills

Emotional intelligence

Team leadership

Genesys (experience)

CRM systems

Tools

Genesys

CRM systems

Analytics tools

Job description

Ready to take an award-winning Contact Centre from great to exceptional?

• Subsidised private health insurance and discounts on our products and services

What we have to offer?

• Attractive leave benefits
• Hybrid working model (flex your work/life balance)
• Subsidised private health insurance
• Discounts on our products and services
• Generous employee wellbeing program
• Easily accessible by public transport

Who are we?

Teachers Health was created by teachers for teachers over 70 years ago and is the only health fund exclusively for the education community. As a not-for-profit health fund, we exist for our members covering the lives of over 500,000 teachers, education staff & their families.

What will you do? / How will you help?

As Contact Centre Manager, you'll be responsible for leading the day-to-day operations of our Contact Centre and ensuring our members receive an exceptional experience across every interaction.

• Leading, coaching and developing a team of Team Leaders
• Driving service, quality, productivity and member experience outcomes
• Partnering with Workforce Planning to optimise schedules and resourcing
• Using insights and performance data to identify opportunities for improvement
• Leading operational change and continuous improvement initiatives
• Collaborating with stakeholders a

What do you need? / What are we looking for?

We're looking for a people-focused leader who can balance operational excellence with a strong commitment to developing others.

Essential:

• 3-5+ years' experience in a Contact Centre Manager, Operations Manager or similar leadership role
• Experience leading leaders within a large customer service or contact centre environment
• Demonstrated ability to drive performance, engagement and service outcomes
• Strong stakeholder management and influencing skills
• Proven experience leading change and continuous improvement initiatives
• Excellent verbal and written communication skills
• High levels of emotional intelligence and people leadership capability
• Australian Citizenship or Permanent Residency

Desirable:

• Experience using contact centre platforms such as Genesys or similar enterprise telephony solutions
• Knowledge of CRM and customer management systems
• Experience working with workforce planning, reporting and analytics tools
• Knowledge of Knowledge Management Systems (KMS)

Teachers Health values diversity and inclusion and encourages applications from people with diverse backgrounds including First Nations people, people with disability, people from diverse cultural and linguistic backgrounds, and people that identify as LGBTQIA+.

Applicants can request an adjustment at any stage during the recruitment process by getting in touch with [e-mail].

The Diversity Council Australia has recognised our ongoing commitment to fostering an inclusive culture. We've consistently exceeded the Australian Workforce average in their Inclusion@Work Index and are thrilled to be named an inclusive employer once again for 2025–2026.