Hybrid Contact Centre Leader | Elevate Member Experience

Teachers Health Group; Sydney; Híbrido; AUD 120.000 - 150.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Attractive leave benefits

Hybrid working model

Subsidised private health insurance

Discounts on products and services

Generous employee wellbeing program

Public transport accessible

Descripción de la vacante

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.

Formación

• 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

Responsabilidades

• 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.

Conocimientos

Team Leadership

Stakeholder Management

Customer Experience

Change Management

Communication

Emotional Intelligence

Herramientas

Genesys

CRM systems

Descripción del empleo

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.