Contact Centre Team Lead & Performance Coach

ClearView; Sydney; Vor Ort; AUD 90.000 - 120.000; Vollzeit

Zusammenfassung

ClearView in Sydney is hiring a Contact Centre Team Manager to lead a frontline team of eight Service Centre Consultants and shape future growth. You will coach, monitor performance, and drive improvements using Salesforce and Genesys to deliver excellent service to customers, advisers and internal stakeholders.

You will manage day-to-day operations, escalate issues, and implement changes across projects, ensuring high engagement, accountability and adherence to standards.

Qualifikationen

• Experience leading a frontline team in a high-volume contact centre.
• Coaching and QA with measurable impact.
• Experience managing metrics such as AHT, QA, GOS.
• Ability to translate data into coaching actions.

Aufgaben

• Lead and develop an initial team of about eight frontline Service Centre Consultants.
• Set clear performance expectations across AHT, QA, GOS and outcomes.
• Manage intraday operations across Genesys and Salesforce.
• Use data to identify trends and coach priorities.
• Conduct one-on-one and team meetings with coaching.
• Complete QA reviews and document coaching actions.
• Address underperformance with improvement plans.
• Handle escalations and customer/adviser incidents.
• Drive continuous improvement and change initiatives.
• Foster an engaged, inclusive, high-performing culture.

Kenntnisse

Team leadership

Coaching

Quality assurance

Performance mgmt

Data literacy

Salesforce

Genesys

Tools

Salesforce

Genesys

Jobbeschreibung

ClearView in Sydney is hiring a Contact Centre Team Manager to lead a frontline team of eight Service Centre Consultants and shape future growth. You will coach, monitor performance, and drive improvements using Salesforce and Genesys to deliver excellent service to customers, advisers and internal stakeholders.

You will manage day-to-day operations, escalate issues, and implement changes across projects, ensuring high engagement, accountability and adherence to standards.