First Nations Team Manager – Service Contact Centre
Core
Lead and support a team of Contact Centre Consultants within the Roadside Contact Centre, embedding First Nations protocols and cultural safety into daily operations.
Role type
Team Manager (Customer Service)
Builds
Customer service operations and team culture for the NRMA Group's roadside assistance and contact centre services.
Domain
Customer Service / Contact Centre Operations
Deliverable
product features
Required skills
Team leadership and coaching, cultural safety and First Nations protocol knowledge, stakeholder management, performance management, recruitment and retention, problem-solving, decision-making, adaptability, empathy.
Preferred skills
Experience in contact centres or operational environments, passion for advocating for First Nations people, ability to influence and inspire others, agility and resilience.
Responsibilities
Lead, coach and develop a high-performing customer service team; Foster a culturally safe, inclusive and supportive team environment; Champion First Nations perspectives, cultural awareness and cultural safety across day-to-day operations; Support employee wellbeing and help create a positive and engaged team culture; Drive performance outcomes across customer service, quality and operational targets; Manage escalated customer enquiries with empathy and professionalism; Support recruitment, onboarding and retention of First Nations employees; Partner with leaders across the business to strengthen First Nations employment outcomes and contribute to key Reconciliation Action Plan (RAP) initiatives; Identify opportunities, risks and barriers impacting cultural safety and help implement meaningful solutions.
Seniority
Mid-level, hands-on IC