Contact Centre Team Manager

Role Summary:

The Contact Centre Team Manager is a frontline leader responsible for leading, supporting and developing a team of approximately eight Service Centre Consultants, with scope to grow as the function evolves.

The role creates a supportive and accountable environment, enabling consultants to deliver responsive, accurate and high-quality service to customers, financial advisers and internal stakeholders.

Accountable for day-to-day team performance and customer outcomes, the role monitors key metrics including AHT, QA, GOS, intraday queue performance, complaints and incidents, using Salesforce, Genesys and other operational data to drive coaching, performance and continuous improvement.

The role also supports operational change across projects, rectification, transformation and migration activity, and acts as a key escalation point for customers, advisers, distribution partners and internal stakeholders.

Primary Responsibilities:

• Lead, support and develop an initial team of approximately eight frontline Service Centre Consultants, with flexibility to accommodate future growth in scope and team size.
• Set clear expectations and maintain accountability for individual and team performance across AHT, QA, GOS, customer outcomes, productivity and adherence to operational standards.
• Manage intraday operations across Genesys and Salesforce, including queues, workflow and resource deployment, taking timely action to maintain service levels and respond to emerging demand.
• Use operational, quality and customer data to identify trends, performance gaps and coaching priorities, and translate insights into practical actions that improve capability and results.
• Conduct regular one-on-one meetings, team meetings, huddles, call observations and structured coaching to build consultant confidence, knowledge and performance.
• Complete quality assurance reviews, calibrate outcomes with relevant stakeholders and ensure identified issues result in clear, documented coaching and corrective actions.
• Recognise strong performance and address underperformance promptly and fairly, including the development, documentation and management of performance improvement plans where required.
• Own or coordinate the effective management of customer and adviser escalations, incidents and complaints, ensuring appropriate investigation, communication, documentation and follow-through.
• Drive continuous improvement by identifying process, system and service opportunities, engaging stakeholders and supporting implementation through to measurable outcomes.
• Lead the team through change, including projects, rectification, transformation and migration activity, with clear communication, readiness planning, training, adoption support and feedback loops.
• Build an engaged, inclusive and high-performing culture that balances care and support with clear standards, ownership and accountability.
• ClearView takes its Work, Health and Safety (WHS) obligations seriously. All employees must follow policies which are located on our intranet Connect. · Take ownership of the risk and compliance responsibilities relevant to your role, support a strong risk culture,and understand that risk is everyone’s responsibility

Secondary Responsibilities:

• Maintain effective working relationships with New Business, Maintenance, Distribution and other business areas, acting as a reliable point of contact for operational matters and escalations.
• Contribute to workforce planning, recruitment, onboarding, induction and time-to-competency activities as required.
• Monitor compliance with procedures, controls and regulatory obligations, escalating risks and control weaknesses promptly and supporting agreed remediation.
• Prepare clear performance updates and insights for the Service Centre Manager, highlighting results, emerging risks, root causes and recommended actions.
• Role-model ClearView’s values and leadership expectations in all interactions and decision

Attributes or Skills Required:

• Demonstrated experience leading a frontline team in a high-volume, fast-paced contact centre or service environment.
• Proven capability in coaching, quality assurance, performance management
  
• and the preparation and management of well-documented performance improvement plans.
• Experience managing contact centre performance measures such as AHT, QA, GOS, productivity, adherence and customer outcomes.
• Practical experience with intraday queue management and contact centre technology; Salesforce and Genesys experience is highly desirable.
• Strong data literacy and the ability to turn operational and quality insights into targeted coaching, performance and process improvement actions.
• Experience managing complaints, incidents and complex escalations involving customers, advisers and internal stakeholders.
• Demonstrated experience leading teams through operational and organisational change.