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The Assistant Centre Manager for our Payment Assistance (Billing & Collections) program is a key leadership role, responsible for driving operational performance, team development, and client satisfaction.
This position requires strong operational expertise, people leadership, and stakeholder management to ensure our contact centre consistently delivers exceptional service in line with Telstra’s and Firstsource’s standards.
Key Responsibilities
Operational Leadership
- Oversee daily operations across the Payment Assistance program, delivering against key KPIs including CR7, AHT, PTP, adherence, login hours, CUE, and eNPS.
- Partner with Workforce Management and Training teams to ensure optimal staffing, readiness, and real-time performance alignment.
- Facilitate effective communication across team leaders, support functions, and client stakeholders.
Performance Management
- Conduct weekly performance reviews and coach Team Leaders on performance improvement, documentation, and corrective action planning.
- Support root cause analysis and implement strategies to address underperformance and enhance service delivery.
Team Development & Culture
- Mentor and guide Team Leaders to foster a culture of accountability, recognition, and continuous improvement.
- Champion employee engagement initiatives and contribute to a collaborative, inclusive workplace.
Client & Stakeholder Management
- Collaborate with the Director of Operations on governance, client presentations, and reporting cadences.
- Prepare and analyse weekly/monthly business review packs, providing insights to enhance service outcomes.
Compliance & Quality
- Ensure strict adherence to Firstsource and Telstra compliance requirements, privacy policies, and escalation protocols.
- Monitor quality assurance initiatives and embed feedback mechanisms across teams.
Qualifications & Skills
- Minimum 5 years’ experience in contact centre operations, including at least 2 years in a leadership role within billing or collections.
- Demonstrated success in managing KPIs and achieving results in a high-volume, fast-paced workplace.
- Strong knowledge of Australian contact centre compliance, Fair Work regulations, and consumer protection standards.
- Exceptional communication, leadership, and conflict resolution abilities.
- Proficiency with Workforce Management systems, reporting tools (e.g., Verint, Power BI), and CRM platforms (e.g., Siebel, Console, Amazon).
- Collaborative mindset with experience engaging global or offshore teams.
- Commitment to people development, coaching, and continuous service excellence.
Preferred Qualifications
- Bachelor’s degree in Business, Operations, or a related discipline.
- Prior experience working with Telstra or within the telecommunications sector.
- Exposure to incentive design, employee recognition platforms, or gamification tools to drive performance.
Disclaimer: Firstsource follows a fair, transparent, and merit-based hiring process.
We never request payment at any stage.
Please beware of fraudulent offers and verify opportunities through our official channels or @firstsource.com email addresses.
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Your application will include the following questions:
- Which of the following statements best describes your right to work in Australia?
- How many years' experience do you have as an Assistant Centre Manager?
- What’s your expected annual base salary?
- How much notice are you required to give your current employer?
- Are you available to work public holidays?
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