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Outbound Optimisation Lead

3 months ago

Melbourne, Victoria, Australia Bupa Full time

About Bupa Asia Pacific


From aged care homes receptionists, dental surgeons, telehealth and admin, to our call centres, data professionals and tech gurus, we're all in it together - 22,000+ people who keep inspiring each other to explore new possibilities, wherever the challenges of the healthcare world take us.

Where are we heading?


We set a global ambition to be the world's most customer-centric healthcare company, and are committed to excellent customer experiences through service, value, and putting our customer at the heart of everything we do.

Care is at our core and will always be a part of how we operate.

More than that, our care puts customers at the heart of everything we do.

We make a genuine effort to see the world through our customers' eyes to make things easy, keep relevant to their needs and showing empathy and understanding.


About the role:

This is a permanent, hybrid working, full-time position which can be located nationwide but preferably in Melbourne.

How will I help?

Key accountabilities of this role include:

  • Managing a suite of outbound strategies designed to grow Bupa's new businesses and retention results
  • Providing continuous improvement of how these strategies integrate into existing technologies and structures, spanning contact centre diallers, SMS, web chat and new digital technologies as they arise
  • Working closely with the Head of Channel Analytics to integrate outbound performance insights into ingestible dashboards and visualisations that assist in decision making
  • Drive commercial performance by balancing net growth opportunities and operational efficiency to ensure the execution of leads
  • Develop new outbound strategies in response to customer impacts, with a strong focus on customer outcomes

What do I need?

  • Advanced experience in SAS enterprise guide, Microsoft Azure or similar platforms
  • Previous experience working in Outbound Contact Centres
  • Strong understanding of telephony and digital communications infrastructure
  • Strategic problemsolving skills and ability to find opportunities to implement new ideas

Why work at Bupa?
We keep our people smiling by helping them improve their lives in and outside of the office.

We're a welcoming lot, no matter who you are or where you've come from. We welcome all talents and backgrounds and embrace our differences, so you can bring your true self to work.

We support our people to be the best version of themselves, physically and mentally.

With a healthy work/life balance, leadership support, reduced private health cover, study leave, volunteering options and a commitment to promoting from within.

Our employees can access wide range of benefits: from our own products (incl.

health insurance discounts) to many other products and services via our partnerships program (like Apple, Samsung, JB Hi-Fi, plus gym and spa discounts to name a few).


We reward our people and celebrate their success, provide initiatives that develop careers and look after our people's health, wellbeing and futures.