Call Centre Team Leader (insurance) - Work from Home / Dayshift

This is a strong career opportunity for an experienced Call Centre Team Leader to join the Australian division of an established international insurance company with a 40-year history and head office in the UK. 

Leading a team of approximately 12 onshore and offshore consultants, you will take ownership of the day-to-day leadership and performance of a combined sales and policy administration contact centre. The role has a strong focus on sales and customer retention, alongside service delivery, with responsibility for coaching and developing the team, driving performance against targets and KPIs, and ensuring consistently strong customer outcomes. 

Insurance experience is advantageous but not essential. We welcome experienced leaders from BPO, financial services, insurance and other sales and customer service environments, particularly those with experience supporting Australian businesses or customers. 

• Lead, coach and develop a team of approximately 12 consultants across sales and policy administration activities. 
• Drive sales, retention and service performance against established targets and KPIs. 
• Monitor inbound and outbound activity, conversion and customer outcomes. 
• Provide regular coaching and feedback to improve individual and team performance. 
• Identify performance gaps and recurring issues and provide timely coaching and follow-up. 
• Act as the escalati