TIO Contact Centre Manager | NT - Darwin

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Looking for a lifestyle change?  Would you like to live in the tropics?

Manager – Contact Centre – Darwin

  • Senior leadership role
  • Drive a high performance culture
  • Work for an organisation that plays a key role in our local community

Would you like to grow your career, balance your lifestyle, and be part of an organisation that is truly focused on its people and the community it supports?

This is a key leadership role where you will be accountable for the management and performance of our contact centre to drive sales and deliver exceptional customer service.  This senior and highly visible role will establish the strategic direction, lead change and continuous process and operational improvement for the TIO Contact Centre, based in Darwin. 

To be successful in this role, you will be a seasoned contact centre leader who can inspire a team to deliver a world-class customer experience. 

You will be responsible for:

  • Managing the strategic direction and business planning of the contact centre as well as the day to day operational performance.
  • Ensuring sales targets and customer service levels are consistently met or exceeded.
  • Ensuring staffing levels are adequately managed and maintained.
  • Driving and supporting change management and continuous improvement initiatives.
  • Budget management.

You will bring:

  • Previous experience in leading a customer contact centre that delivers excellent sales and service.
  • Exceptional people leadership skills with a positive and collaborative approach.
  • Strong commercial and business acumen along with demonstrated budget management experience.
  • Strong telephony and IT systems knowledge.
  • Strong understanding of the metrics that make a contact centre successful.
  • An understanding of how data can be used to identify operational and process improvements.
  • Demonstrated ability to improve sales and customer service in a similar environment.
  • Experience of emerging contact centre technologies including outbound, lead management and web chat solutions.
  • Experience within the insurance, banking or financial services industry (desirable)
  • Relevant tertiary qualifications are highly desirable.

TIO provides insurance for the Northern Territory and has been supporting the Territorian community since 1979. It is a division of Allianz Australia Limited, the fourth largest general insurer in the country. By joining our organisation, you will get the support you need to have an enriching career and enjoy what really matters to you.

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