Team Lead

About Us

At TSA Group, we design and deliver contact centre solutions for some of the world’s leading brands. We create experiences that people love, by revolutionising the way they connect with brands. Our work spans multiple industries, including telco, logistics, insurance, automotive, travel, and government. With over 5,000 dedicated professionals across Australia, New Zealand, and the Philippines, we ensure that every interaction is meaningful and impactful.

We have a team of talented technology experts and customer experience consultants that work hand in hand to create this seamless and genuinely enjoyable customer journey. Our technology experts build the tech that enables our clients to deliver great experiences for their customers, and our consultants work to provide a tailored and considered approach to customer service and sales.

Company Description

TSA is an Australian-owned business specializing in helping companies acquire, retain and grow their consumer customer bases. We represent some of the country's largest brands, across eight call centres in Australia and internationally.

We’re a purpose driven business and our mission is clear. We endeavor to create experiences that people love, by revolutionizing the way they connect and communicate with brands.

Why work with TSA?

Competitive Salary Package + HMO coverage with free dependent + Life Insurance Coverage
Our #TSAWays are what we are all about. Think of them as the vibe!
Join a company that promotes from within – work your way up and across the business
Comprehensive training, with ongoing coaching and development
A vibrant and rewarding recognition program - We love to celebrate our people! 
We are proud of our fun, friendly and supportive team environment

Job Responsibilities

What will your normal day look like:

As an IAG Team Leader, you will lead, coach, and develop a team of Claims Consultants to deliver outstanding customer outcomes and achieve operational performance targets. You will drive team engagement, performance, and capability while ensuring compliance with business processes, service standards, and customer expectations.

What will your normal day look like:

• Lead, coach, and develop a team of Claims Consultants to achieve business and customer service objectives
• Monitor team performance, productivity, quality, and adherence to operational targets
• Deliver regular coaching, feedback, and development plans to improve individual and team performance
• Manage performance, attendance, conduct, and employee engagement matters in a timely manner
• Facilitate team meetings and communicate business updates, process changes, and operational priorities
• Support customer escalations and complex enquiries to ensure effective resolution
• Analyse performance data and reports to identify trends and drive continuous improvement
• Ensure compliance with company policies, procedures, and service level requirements
• Partner with stakeholders to support operational initiatives and change management activities
• Foster a positive, inclusive, and high-performing team culture

Qualifications

What you'll do:

Essential

• Minimum of 2 years' experience in a Team Leader, Supervisor, or People Leadership role
• Minimum of 2 years' experience supporting insurance-related accounts within a BPO, shared services, or contact centre environment
• Proven experience coaching and developing high-performing teams
• Experience managing performance, attendance, and employee relations matters
• Ability to analyse operational metrics and drive performance improvements
• Strong stakeholder management, communication, and problem-solving skills
• Experience working in a fast-paced customer service or operations environment

Desirable

• Experience leading claims, insurance, or financial services teams
• Knowledge of workforce, productivity, and performance management metrics
• Experience supporting change initiatives and continuous improvement projects
• Relevant qualification in Business, Leadership, or a related field

Additional Information

Want to know more? Check out our social media pages:
 
Website: https://tsagroup.com.au/
Instagram: tsa_group_
LinkedIn: https://www.linkedin.com/company/tsa-group-australia/
 
 

TSA Group is an equal opportunity employer. We celebrate diversity and are dedicated to creating an inclusive environment for all employees and building a workforce that reflects the diverse communities we serve. We provide equal opportunities to all, regardless of gender identity, ethnicity, disability, sexual orientation, or life stage. Join us and be part of a team that values and respects every individual's unique contributions.

Stay vigilant against fraudulent job offers. We never ask for financial details during our recruitment process and legitimate communication will come from official TSA Group email addresses (e.g. @tsagroup.com.au). Your safety matters. If you receive a suspicious job offer, do not respond and report it to tsatalent@tsagroup.com.au.