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 opportunity 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?
We at Teachers Health have a lot to offer,Attractive leave benefitsHybrid working model (flex your work/life balance)Subsidised private health insuranceDiscounts on our products and servicesGenerous employee wellbeing programEasily accessible by public transportWho 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.Key Responsibilities IncludeLeading, coaching and developing a team of Team LeadersDriving service, quality,



productivity and member experience outcomesPartnering with Workforce Planning to optimise schedules and resourcingUsing insights and performance data to identify opportunities for improvementLeading operational change and continuous improvement initiativesCollaborating with stakeholders aWhat do you need?
/ What are we looking for?
We're looking for a people-focused leader who can balance operational excellence with a robust commitment to developing others.Essential3-5+ years' experience in a Contact Centre Manager, Operations Manager or similar leadership roleExperience leading leaders within a large customer service or contact centre environmentDemonstrated ability to drive performance, engagement and service outcomesStrong stakeholder management and influencing skillsProven experience leading change and continuous improvement initiativesExcellent verbal and written communication skillsHigh levels of emotional intelligence and people leadership capabilityAustralian Citizenship or Permanent ResidencyDesirable:Experience using contact centre platforms such as Genesys or similar enterprise telephony solutionsKnowledge of CRM and customer management systemsExperience working with workforce planning, reporting and analytics toolsKnowledge 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
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📌 Contact Center Manager (New South Wales)
🏢 Teachers Health
📍 New South Wales