People & Performance Leader, Contact Centre Coach

NWG ADAS & Windscreens; Melbourne; On-site; AUD 108,000 - 132,000; Full time

Benefits offered by this job

Four weeks paid parental leave (after

Birthday leave after 12 months ofサービス

Job summary

NWG ADAS & Windscreens is seeking a People & Performance Leader for the Contact Centre in Melbourne. The role focuses on coaching live on the floor, turning metrics into action, and driving high performance in a sales-driven environment.

You will partner with the Head of Growth & Customer Experience, own daily performance, and ensure efficient staffing as customer demand fluctuates. This hands-on role rewards coaching impact with measurable results.

Qualifications

• Proven leadership of a sales driven, high volume contact centre team.
• A natural eye for data. You turn live metrics into action, not just reports.
• A direct, fair feedback style that lifts people up.
• Experience with CRM systems (NatConnect, HubSpot or similar) and Zoom Phone or similar.
• Automotive, insurance claims or ADAS experience is a bonus.

Responsibilities

• Run high-energy daily huddles and coach live on the floor
• Track activity in real time - occupancy, adherence, idle time and conversion
• Spot trends early and act before a gap becomes a miss
• Keep every insurance and retail job moving through NatConnect
• Build rosters that match coverage to customer demand
• Lead the honest conversations, from everyday feedback to formal process
• Recruit, onboard and ramp up new consultants with our CX Quality Lead

Skills

Leadership

Data-driven

Feedback style

CRM systems

ADAS experience

Tools

NatConnect CRM

HubSpot CRM

Zoom Phone

Job description

NWG ADAS & Windscreens is seeking a People & Performance Leader for the Contact Centre in Melbourne. The role focuses on coaching live on the floor, turning metrics into action, and driving high performance in a sales-driven environment.

You will partner with the Head of Growth & Customer Experience, own daily performance, and ensure efficient staffing as customer demand fluctuates. This hands-on role rewards coaching impact with measurable results.