Contact Center Manager

Teachers Health Fund; Sydney; Hybrid; AUD 110,000 - 140,000; Full time

Benefits offered by this job

Leave benefits

Hybrid work model

Subsidised private health insurance

Product discounts

Wellbeing program

Public transport access

Job summary

Teachers Health Fund is seeking an experienced Contact Centre Manager to lead the day-to-day operations of our Contact Centre and ensure exceptional member experiences across every interaction. You will coach a team of Team Leaders, drive service, quality and productivity, and partner with Workforce Planning to optimise schedules and resourcing.

The ideal candidate has 3–5+ years in a leadership role within large contact centres, strong stakeholder management, and a proven track record of

Qualifications

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

Responsibilities

• Lead day-to-day operations of the Contact Centre to deliver a superior member experience.
• Coach and develop team leaders to drive performance and engagement.
• Partner with Workforce Planning to optimise schedules and resourcing.
• Use insights to identify opportunities for improvement and drive change.
• Lead continuous improvement initiatives across operations.
• Collaborate with stakeholders to align outcomes.

Skills

Stakeholder management

People leadership

Change management

Communication skills

Emotional intelligence

Tools

Genesys

CRM systems

Job description

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.

• 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+.

What can I earn as a Contact Centre Manager