First Nations Team Manager – Service Contact Centre
Core
Lead and support a team of Contact Centre Consultants in the Roadside Contact Centre, embedding First Nations protocols into daily operations and fostering a culturally safe environment.
Role type
Team Manager (Customer Service)
Builds
Customer service operations and team performance
Domain
Customer service / Contact Centre
Deliverable
product features
Required skills
Team leadership, coaching, mentoring, cultural safety advocacy, performance management, stakeholder partnership, recruitment support, problem-solving, decision-making, adaptability
Preferred skills
Experience in contact centres, relationship-building, influencing others, resilience, cross-location collaboration
Technologies
None stated
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
Seniority
Mid-level, hands-on IC
