Contact Centre Coaching & Operations Lead

Petcover; Melbourne; On-site; AUD 70,000 - 95,000; Full time

Job summary

Petcover is seeking a proactive Contact Centre Team Leader to support Sales, Customer Service, and Policy Administration teams in Melbourne. You will coach, monitor performance, and ensure accurate processing to deliver exceptional customer experiences.

You will lead daily operations, manage workflows, provide training, and act as the escalation point for complex issues while collaborating with underwriting, operations and marketing to drive improvements.

Qualifications

• Proven leadership and coaching across Sales, Service and Policy areas.
• Strong focus on customer experience and service quality.
• Detail-oriented with accurate processing and documentation.

Responsibilities

• Lead daily coaching across Sales, Customer Service and Policy Administration to meet targets.
• Monitor performance and implement action plans to improve conversion, service levels and productivity.
• Manage daily workflows: inquiries, leads, renewals, amendments and policy processing.
• Coach team members on product knowledge, sales capability, service skills and policy accuracy.
• Be first escalation point for complex customer queries, policy issues and complaints.
• Perform quality checks on policy documentation, CRM entries and interactions for compliance.
• Support onboarding and development of new and existing team members.
• Analyze sales activity and policy workflows to identify improvement opportunities.
• Ensure accurate use of CRM and policy systems with high documentation standards.
• Provide phone-based support to maintain service levels and best practices.
• Collaborate with underwriting, operations and marketing to resolve issues and improve processes.
• Communicate product, policy and procedure updates to the team.
• Prepare reports for management and contribute to ad hoc duties.

Skills

Leadership

Coaching

Customer focus

Attention to detail

Organization

CRM proficiency

Relationship building

Problem solving

Change readiness

Verbal & written communication

Tools

CRM software

Job description

Petcover is seeking a proactive Contact Centre Team Leader to support Sales, Customer Service, and Policy Administration teams in Melbourne. You will coach, monitor performance, and ensure accurate processing to deliver exceptional customer experiences.

You will lead daily operations, manage workflows, provide training, and act as the escalation point for complex issues while collaborating with underwriting, operations and marketing to drive improvements.