Team Manager

Could this be one of those rare moments to do the best work of your career? At Tabcorp, our story continues to evolve every day. It’s an exciting moment in our history - a new era of Tabcorp. We’re raising the game by creating the most engaging betting and entertainment experiences, and to lead in integrity.

We’re here to create excitement everywhere – through our incredible people, unrivalled experiences and strong relationships. We're bringing industry leading products and services to our customers and breaking into new horizons.

Game to join us?

What you’ll do

The Team Manager role works within a high performing leadership team to be the first point of contact for team members in the delivery of customer-centric, efficient, and effective daily operations within the Customer Service Centre (CSC) Team.

• Oversee day to day operations of the CSC frontline team to ensure flawless delivery of customer service in an OMI channel Contact Centre.
• Build an inspiring and motivated team empowered to deliver exceptional customer outcomes on every interaction, creating an environment with open and respectful communication lines.
• Manage adherence in line with business requirements to deliver against Tabcorp agreed service levels and manage Quality Assurance within the Customer Service Centre Quality Framework.
• Provide feedback and identify opportunities to improve customer experience, escalate customer enquiries in a timely manner and drive improvement in transactional Customer Satisfaction Scores.
• Utilise metrics and analytics to make data-driven decisions that continuously improve the customer experience, reduce time to resolution, improve response times and work within budget requirements.
• Serve as the customer-focused subject matter expert on systems, policies, and procedures to drive compliance with legislative and regulatory requirements.

The Customer Service Centre operates 24/7 and Team Managers are required to be available Monday – Sunday 8:00am – 11:00pm within a rotational roster.

What you’ll bring

• Proven success in a Team Manager Role in an OMNI Channel, high volume contact centre, customer service environment, coupled with an understanding of centre performance metrics and KPIs to drive performance.
• Demonstrated understating of Contact Centre Systems and a deep understanding of Workforce Planning in a Contact Centre environment.
• Demonstrated experience in performance management, coaching and development conversations.
• Ability to use judgement and problem-solving ability to resolve people, operational, technical or customer issues with a high level of initiative and accountability.
• Acute attention detail, self-motivation and demonstrated ability to provide exceptional customer service to both internal and external customers.
• Outstanding communication skills, both written and verbal, with the ability to communicate with people across all levels.

When you join Tabcorp, you’ll be able to take advantage of a range of benefits including flexible working arrangements, leadership and development programs and community programs.

What you’ll get

About Tabcorp

We’re Australia’s leading gambling entertainment company. Together, we build on our 100+ year heritage by delivering Excitement with Integrity, every day. Each one of us is here to put our customers at the heart of everything we do by creating moments that engage, surprise and thrill.

Our 3,000+ strong team is as diverse as Australia itself. Our people drive homegrown world-class brands; TAB, Sky Racing and MAX. As an ASX listed company, we’re proud to shape our industry for the better. Because together, anything’s possible.

Tabcorp is committed to creating an inclusive workplace where all our people feel valued for their unique qualities and have a sense of belonging. If you need assistance or adjustments to fully participate in the application process, please contact tabcorprecruitment@tabcorp.com.au.