Senior Contact Centre Team Leader

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

Benefits offered by this job

Career development

Parental leave

Birthday leave

Milestone recognition

CEO updates

Job summary

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

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 experience

Sales oriented

Tools

NatConnect

HubSpot

Zoom Phone

Job description

People & Performance Leader | Contact Centre

About us

Our company, one of Australia's largest independent automotive glazing companies is seeking an experience Senior Contact Centre Team Leader. Our onshore Contact Centre is where insurance leads become booked jobs. It’s a tight team with a lot going through it, and every call counts.

The role

You’ll lead our Contact Centre Consultants on the floor every day. You’ll turn growth and customer priorities into clear behaviours and results. You’re the right hand to our Contact Centre Manager, so they can focus on strategy while you own performance.

What you’ll do

• 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

What you bring

• 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

Additional details

This is a hands on floor role for someone who loves being close to the action. You’ll be measured daily and will jump on the phones when the queue calls for it. In return, you’ll see your coaching show up in the results by Friday.

What’s in it for you

• $120,000 OTE + super
• Genuine career development opportunities within a growing national business
• Four weeks of paid parental leave for partners, adoptive or birth parents after 12-months of service
• An additional day of leave for your birthday after 12-months of service
• Recognition of key milestone anniversaries
• Monthly business updates with the CEO, including the opportunity to submit questions and have your ideas heard