First Nations Team Manager – Service Contact Centre
Core
Lead a small to medium-sized frontline customer service team in a contact centre environment, focusing on coaching, operational leadership, and creating a culturally safe workplace.
Role type
Team Manager (Customer Service)
Builds
Customer service operations and team capability
Domain
Insurance and roadside assistance
Required skills
Team leadership, coaching and mentoring, performance management, workflow management, conflict resolution, recruitment and onboarding, customer service excellence, inclusive leadership
Responsibilities
Lead and support a small to medium-sized frontline customer service team, Coach, mentor and develop team members, Set clear expectations and support individual and team performance, Manage team workflow and priorities, Identify opportunities to improve performance, Build an engaged, inclusive and culturally safe team environment, Manage escalated and complex customer enquiries, Support the recruitment, onboarding and development of new team members
Seniority
Mid-level, hands-on IC