Ready to take an award-winning Contact Centre from great to exceptional?
We're looking for an experienced Contact Centre Manager to lead a high-performing team and help shape the future of member service at Teachers Health. This is an exciting prospect for a leader of leaders who is passionate about customer experience, developing people, driving continuous improvement, and delivering operational excellence. If you thrive in fast-paced customer environments and enjoy leading change, we'd love to hear from you.
What we have to offer?
Attractive leave benefits
Hybrid working model (flex your work/life balance)
Subsidised private health insurance
Discounts on our products and services
Generous employee wellbeing program
Easily accessible by public transport
Who are we?
Teachers Health was created by teachers for teachers over 70 years ago and is the only health fund exclusively for the education community. As a not-for-profit health fund, we exist for our members covering the lives of over 500,000 teachers, education staff & their families.
What will you do? / How will you help?
As Contact Centre Manager, you'll be responsible for leading the day-to-day operations of our Contact Centre and ensuring our members receive an exceptional experience across every interaction.
Leading, coaching and developing a team of Team Leaders
Driving service, quality, productivity and member experience outcomes
Partnering with Workforce Planning to optimise schedules and resourcing
Using insights and performance data to identify opportunities for improvement




Leading operational change and continuous improvement initiatives
Collaborating with stakeholders a
What do you need? / What are we looking for?
We're looking for a people-focused leader who can balance operational excellence with a strong commitment to developing others.
Essential:
3-5+ years' experience in a Contact Centre Manager, Operations Manager or similar leadership role
Experience leading leaders within a large customer service or contact centre environment
Demonstrated ability to drive performance, engagement and service outcomes
Strong stakeholder management and influencing skills
Proven experience leading change and continuous improvement initiatives
Excellent verbal and written communication skills
High levels of emotional intelligence and people leadership capability
Australian Citizenship or Permanent Residency
Desirable:
Experience using contact centre platforms such as Genesys or similar enterprise telephony solutions
Knowledge of CRM and customer management systems
Experience working with workforce planning, reporting and analytics tools
Knowledge of Knowledge Management Systems (KMS)
Teachers Health values diversity and inclusion and encourages applications from people with diverse backgrounds including First Nations people, people with disability, people from diverse cultural and linguistic backgrounds, and people that identify as LGBTQIA+. Applicants can request an adjustment at any stage during the recruitment process by getting in touch with ******
Due to the high number of applicants, only shortlisted candidates will be contacted
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📌 Contact Center Manager (Sydney)
🏢 Teachers Health
📍 Sydney