Senior Contact Centre Leader & Real-Time Performance Coach

NWG ADAS & Windscreens; Melbourne; Vor Ort; AUD 108.000 - 132.000; Vollzeit

Benefits dieser Stelle

Career development

Parental leave

Birthday leave

Milestone recognition

CEO updates

Zusammenfassung

NWG ADAS & Windscreens in Melbourne is seeking a People & Performance Leader for the Contact Centre to guide a fast-moving, sales-driven team on the floor daily. You will translate growth and customer priorities into clear behaviours, acting as the right hand to the Contact Centre Manager and owning performance.

You’ll run daily huddles, coach in real-time, monitor occupancy and conversion, and design rosters to meet demand while fostering open, constructive feedback and continuous improvement

Qualifikationen

• 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.

Aufgaben

• 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.

Kenntnisse

Leadership

Data driven

Feedback style

CRM experience

Sales oriented

Tools

NatConnect

HubSpot

Zoom Phone

Jobbeschreibung

NWG ADAS & Windscreens in Melbourne is seeking a People & Performance Leader for the Contact Centre to guide a fast-moving, sales-driven team on the floor daily. You will translate growth and customer priorities into clear behaviours, acting as the right hand to the Contact Centre Manager and owning performance.

You’ll run daily huddles, coach in real-time, monitor occupancy and conversion, and design rosters to meet demand while fostering open, constructive feedback and continuous improvement