Claims Contact Center Manager

Job Description

Add expected salary to your profile for insights At Compass, our mission is to reduce the inconvenience for our customers, clients, and for each other. We provide an exemplary service that requires dedicated professionals focused on assisting clients at their time of need after a motor vehicle accident. Building trust and rapport with mutual respect is what drives us. We live our values every day. Your new role Main responsibilities include: Oversee national contact centre operations to ensure efficiency and customer centric service delivery. Develop, train and implement strategies to optimise processes, improve efficiencies and the overall customer experience. Analyse metrics and data to help achieve objectives and identify areas of improvement and implement solutions. Foster a positive team environment to drive high performance. Manage team efficiency, ensuring proper resourcing, service levels, and KPIs are met. Maintain strong relationships with internal and external stakeholders. Resolve all customer service complaints in line with designated SLA’s. What you'll need to succeed: Proven leadership with a focus on team development and high performance. 5+ years in contact centre management, including resource planning. Experience in process improvement, problem-solving, and decision-making. Knowledge of contact centre technologies (call routing, workforce management, IVR). Experience managing external clients or stakeholders. Strong presentation, numeracy, and literacy skills in a 24/7 environment. Highly Desirable: Degree in Business, Management, or related field (or equivalent experience). Strong analytical and strategic skills. Natural leader with integrity, creativity, and a focus on continuous improvement. Decisive, excelling in high-pressure environments. What we offer Flexible working environment Rewards and Recognition programs 12 weeks paid parental leave Access to Employee Assistance Program (EAP) Discounted car hire for family and friends Employee referral bonus Supportive and collaborative work environment How do your skills match this job? Your application will include the following questions: How many years' experiences do you have as a Contact Centre Manager? How many years of people management experience do you have? What is the size of the largest team you’ve managed? Do you have experience in process improvement? Which best describes your working rights in Australia? Are you willing to obtain a police check? What is your expected annual base salary? Compass Corp is an established leader in accident management and vehicle hire services in Australia. Formed in 2001, Compass Corp comprises a suite of diversified vehicle solutions including accident replacement vehicles, standard and commercial vehicle hire, fleet replacement solutions, and tailored end-to-end accident management. With branches servicing every major city and regional centre across Australia, Compass Corp is committed to delivering an outstanding customer experience through continually delivering first-to-market innovation, driving efficiency; streamlining service delivery; and helping identify additional markets for new product and service development. #J-18808-Ljbffr