Address About the company
This job ad is the universe’s way of telling you that you’re currently in the wrong job.
Compare the Market, yep, the one with the meerkats, is a high-growth FinTech company on a transformational journey that is focused on designing, building, and delivering the very best money, home loan, energy, insurance and health comparison and fulfillment product solutions in Australia. Okay, in the world!
We are all about Integrity, Growth, Excellent Customer Service, and being Peerless - without compromise; all of which are critical to delivering on our purpose of ‘We honestly strive to empower Australians to make the best decisions saving time, money & stress'.
About the role:
The Call Centre Manager will play a pivotal role in driving continual improvements in conversion, efficiency, and customer experience within our General InsuranceCall Centre. The Call Centre Manager will directly lead a small team of Team Leaders across a site of >40FTE. Operating as one team, fostering a collaborative and supportive culture, who are delivering on their performance metrics! This position requires strategic leadership, effective team management, and a focus on key metrics such as contact rates, outbound conversion, quality assurance, compliance, and CLI conversion. While not mandatory, a background in General Insurance is advantageous. Candidates with relevant experience in insurance sales or call center management will be highly regarded. This is the perfect time to join a team that is already humming and needs a new leader to keep paving the way.
Main duties and responsibilities:
Provide direction, coaching, and motivation to Team Leaders to achieve and exceed daily, weekly, monthly, and annual sales targets. Drive ongoing improvements in conversion through enhanced coaching and consultant capability. Maintain a positive working culture that values diversity, individual improvement, and teamwork. Ensure adequate staffing levels, considering attrition, recruitment, training timeframes, and planned/unplanned leave. Lead and mentor Team Leaders, developing their competency to manage teams effectively. Communicate performance metrics to key stakeholders and contribute to recruitment philosophy and induction training programs. Effectively performance manage staff through Team Leaders, setting clear expectations and benchmarks. Read and analyze reporting to determine strategies for individual, team, and Call Centre performance improvement. Improve efficiency and workforce adherence to achieve key performance measures. Provide accurate information within CTM and A&G’s quality assurance methodology. Achieve sales conversion and productivity targets set by daily, weekly, and monthly goals. Implement change management practices for more effective results or addressing business needs. Prioritize daily, weekly, and monthly tasks to address all focus areas. Analyze reporting to understand performance issues and implement remedial action as needed. Collaborate with Operations, Data Science, and Reporting for efficiency opportunities and technology improvements. Monitor campaign effectiveness in consultation with Dialler Manager and GM CC Sales & Operations. Work closely with GM of CC Sales & Operations and GM General Insurance to align operations with business strategy and long-term vision. Adhere to all company policies, procedures, and values. Perform other relevant activities as requested to meet operational requirements.
About you:
You are a results-oriented leader with a passion for driving sales performance and ensuring exceptional customer experiences. You thrive on challenges and can demonstrate the ability to provide effective leadership to a diverse team of Team Leaders and consultants. You inspire others to achieve and exceed sales targets through your motivational coaching style.
You understand that a Contact Centre of this size requires your adaptability in a fast-paced and ever-changing environment notwithstanding a continued focus on achieving goals.
You are tech-savvy being proficient in Microsoft Word and Excel and it would be advantageous if you are familiar with platforms such as Genesys, Cognos and Verint or have the ability to pick new systems and platforms up quickly.
Experience:
Ideally you have a minimum of 2 years’ experience in a Call Centre Management role leading > 40FTE. Experience and understanding of improving group and individual performance in sales, compliance, and customer experience. General Insurance background advantageous.
Skills:
Proficient in Microsoft Word and Excel. High attention to detail. Excellent written and verbal communication skills. Adaptable to a rapidly changing environment. Strong problem-solving abilities. Self-motivated with the ability to work independently. Excellent organizational and time management skills.
Our Benefits
Vibrant and social community who have annual celebrations, family fun days and regular events.
Enjoy additional leave days - ‘ME’ leave and ‘Volunteer Day’ leave.
Study support (up to 50% of tuition fees for relevant courses) and professional membership reimbursement.
Employee discounts on Car, Home, Travel insurance.
Income protection insurance provided to support you in the event of non-work-related illness or injury.
Discounts with a broad range of providers, including gym memberships, accommodation, dental care and more.
Access to the Employee Assistance Program
Compare the Market is an Equal Opportunity Employer, and we encourage all applicants to apply. We acknowledge that we are strengthened by diversity.
Want to know more? Then apply NOW! It’s Simples!!
*Note to Recruiters: We politely ask that you avoid making any approaches or sending any unsolicited resumes to our Recruitment Team or Hiring Leaders across our business.
