People & Performance Leader | Contact Centre
About us
Our company, one of Australia's largest independent automotive glazing companies is seeking an experience People & Performance Manager. Our onshore Contact Centre is where insurance leads become booked jobs. It's a tight team with a lot going through it, and every call counts.
The role
You'll lead our Contact Centre Consultants on the floor every day. You'll turn growth and customer priorities into clear behaviours and results. You're the right hand to our Head of Growth & Customer Experience, so they can focus on strategy while you own performance.
What you'll do
Run high-energy daily huddles and coach live on the floor
Track activity in real time - occupancy, adherence, idle time and conversion
Spot trends early and act before a gap becomes a miss
Keep every insurance and retail job moving through NatConnect
Build rosters that match coverage to customer demand
Lead the honest conversations, from everyday feedback to formal process
Recruit, onboard and ramp up recent consultants with our CX Quality Lead
What you bring
Proven leadership of a sales driven, high volume contact centre team
A natural eye for data. You turn live metrics into action, not just reports
A direct, fair feedback style that lifts people up
Experience with CRM systems (NatConnect, HubSpot or similar) and Zoom Phone or similar
Automotive, insurance claims or ADAS experience is a bonus
Additional details
This is a hands on floor role for someone who loves being close to the action. You'll be measured daily and will jump on the phones when the queue calls for it. In return, you'll see your coaching show up in the results by Friday.
What's in it for you
$120,000 OTE + super
Genuine career development opportunities within a growing national business
Four weeks of paid parental leave for partners, adoptive or birth parents after 12-months of service
An additional day of leave for your birthday after 12-months of service
Recognition of key milestone anniversaries
Monthly business updates with the CEO, including the opportunity to submit questions and have your ideas heard
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