Contact Centre Manager — Lead for Service Excellence

Teachers Health Fund; Sydney; Híbrido; AUD 110.000 - 140.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Leave benefits

Hybrid work model

Subsidised private health insurance

Product discounts

Wellbeing program

Public transport access

Descripción de la vacante

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

Formación

• 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.

Responsabilidades

• 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.

Conocimientos

Stakeholder management

People leadership

Change management

Communication skills

Emotional intelligence

Herramientas

Genesys

CRM systems

Descripción del empleo

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