National Operations Centre Team Leader

5 days ago


Mascot, Australia Coates Full time

**About the role**

Reporting to the National Operations Centre Manager, The Team Leader - Outbound is responsible to support ongoing development and formal training and coaching to enhance performance of your team and Improve the team’s sales capability and knowledge of Coates.

Working closely with the NOC Manager you will adopt best practice methodologies in execution of your key responsibilities. This includes the following:

- Lead the National Operations Centre (NOC) outbound team to success, manage the daily operations ensuring workload is completed within service level and the team maintain accurate CRM records
- Provide sales and customer experience coaching, utilising best practice coaching methodology
- Regular coaching and feedback sessions to develop consistency in operations, improve customer experience and drive revenue opportunities
- Support trend reporting analysis to identify and adjust coaching opportunities to improve customer experience and sales outcomes
- Support continuous improvement initiatives and change management practices across the NOC, for sales processes, procedures and systems, and future technology that will drive support digital service outcomes

**Skills required for this role**:

- Demonstrated experience in leading Contact Centre teams
- Demonstrated experience in people management, training and coaching
- Qualifications or Diploma in leadership and/or Training

**What you’ll get in return**

As part of our team, you’ll enjoy a range of perks and benefits including:

- Competitive remuneration (because we value great work and believe it should be rewarded)
- Flexible working arrangements to help you balance your work life with your home life
- Training and development to help build your career and equip you for success.
- Purchased extra leave program if you want some more time to do the things you love
- Discounted hire equipment so you can finally finish that home reno job
- Supportive and inclusive team culture that empowers you to do your best work
- Employee Assistance Program (EAP) for professional and confidential counselling and support
- Volunteering opportunities through the Coates Foundation so you can connect to your community

**Why Coates?**

At Coates, we know that people, organisations and communities thrive when everyone feels valued and included. So, we’re proud to be implementing our second Reconciliation Action Plan (RAP) and working to continually improve gender representation and the development of our future female leaders via our annual LEAP program.

Safety always comes first at Coates. Our safety-driven processes and policies aim to ensure all stakeholders go to work and return home safely to their families and communities.

And to deliver on our wider people and planet responsibilities, we’re committed to achieving net-zero greenhouse gas emissions and supporting our national charities and local communities through the Coates Foundation.

**Ready to apply?**

Diversity and inclusion are at the heart of our culture. We’re committed to continually increasing the diversity of our workforce, including leadership levels. We actively encourage all people to apply.

**Coates. **Equipped for you.



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