Contact Center Manager

Teachers Health Group; Sydney; Hybrid; AUD 120,000 - 150,000; Full time

Benefits offered by this job

Attractive leave benefits

Hybrid working model

Subsidised private health insurance

Discounts on products and services

Generous employee wellbeing program

Public transport accessible

Job summary

Teachers Health Group is seeking an experienced Contact Centre Manager to lead a high-performing team and deliver exceptional member service. You will drive customer experience improvements and operational excellence across all interactions.

As a leader of leaders, you will coach Team Leaders, optimise staffing with Workforce Planning, and partner with key stakeholders to deliver measurable outcomes in a fast-paced environment. Hybrid working options available in Sydney.

Qualifications

• 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

Responsibilities

• Lead day-to-day operations of the Contact Centre and ensure exceptional member experiences across interactions.
• Coach, develop and motivate Team Leaders to achieve targets and service standards.
• Drive service, quality, productivity and member experience outcomes.
• Partner with Workforce Planning to optimise schedules and resourcing.
• Use insights and performance data to identify opportunities for improvement.
• Lead operational change and continuous improvement initiatives.
• Collaborate with stakeholders to drive alignment and change management.

Skills

Team Leadership

Stakeholder Management

Customer Experience

Change Management

Communication

Emotional Intelligence

Tools

Genesys

CRM systems

Job description

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

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

We're looking for an experienced Contact Centre Manager to lead a high-performing team and help shape the future of member service at Teachers Health. This is an exciting opportunity for a leader of leaders who is passionate about customer experience, developing people, driving continuous improvement, and delivering operational excellence. If you thrive in fast-paced customer environments and enjoy leading change, we'd love to hear from you.

What we have to offer?

We at Teachers Health have a lot 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.

Key responsibilities include:

• 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.