Contact Centre Performance and Capability Manager
Our client, a well-established national construction company, has an enviable history of delivering effective and efficient insurance building solutions. Their success is built on its people—innovation at the heart of improving performance and creating a values‑driven culture. We offer an environment where professionals grow, hold themselves accountable, and deliver with impact.
Responsibilities
* Manage the customer experience throughout their journey in our support programs, proactively developing and improving processes to ensure best‑practice customer service.
* Lead a team of 45+ staff, including daily task allocation, feedback, rosters, training requirements, operational feedback, probation meetings and reviews when required.
* Handle complex case management issues, complaints, vulnerable customers and prioritisation.
* Manage both an office‑based contact centre team and a remote case‑management team providing support for disaster‑affected residents.
* Train and develop the team to maximise performance, including developing training materials and operating manuals.
* Update company internal systems and client systems as required in line with KPI targets, including job status and actions taken.
* Provide regular progress and performance reporting to senior management and clients.
* Participate in auditing and compliance checks of active jobs and internal systems to ensure information is correct and up to date and we meet lifecycle KPIs.
Required Skills
* 3+ years of experience leading high‑performing contact centre or case‑management teams.
* Experience in developing and improving team structures and workflows.
* Strong communication skills.
* Experience in managing vulnerable customers and sensitive escalations.
* Contact or case‑management experience with insurance, banking or other high‑performing industries is desirable.
Values We Seek
* Proactivity and initiative
* Solutions‑focused
* Flexibility and adaptability
* Reliability, ownership and accountability
* Dedication to continual development
Application Requirements
* Right to work in Australia.
* Prepared to undergo a criminal background check where required.
* Answers to the following questions are required: right to work statement, years of call centre leadership experience, customer service experience, current Australian driver's licence, ownership or regular access to a car, availability to work public holidays, annual salary requirements.
We are a company of integrity and diversity. All qualified candidates are encouraged to apply.
Location: Varsity Lakes, Gold Coast QLD.
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