Contact Centre Manager

3 months ago

Sydney, Australia Bupa Full time

As the Contact Centre Manager, you will lead and empower our frontline team, fostering adaptability and strong stakeholder relationships. This dynamic role is crucial for Bupa and Health Services programs, involves overseeing administration, processing tasks, and ensuring operational efficiency.

As the manager you will collaborate with the Leadership team to enhance standardised processes, delivering exceptional employee and customer experiences, outstanding client outcomes, and ensuring the highest level of clinical safety and quality.

**Our range of benefits include**:

- Fully subsidised health insurance products - How good is that
- Discounts on travel, car and home products, as well as discounts on Bupa services such as Dental and Optical, skin checks and vaccinations
- Discounted products and services via our extensive partner network, like Apple, Endota Spa, New Balance, Garmin, JB Hi Fi,
- An additional annual leave day for you to focus on your wellbeing
- An additional volunteer day each year for you to give back to your community

**As a Contact Centre manager your duties will include**:

- Lead, coach and mentor the team to deliver results in line with agreed performance targets
- Manage workflows across multiple channels and ensuring high quality service
- Communicate effectively with internal stakeholders, whilst building strong working relationship
- Manage external agency and state/territory queries, troubleshooting complex issues & achieving best outcomes for all stakeholders
- Produce and manage business and stakeholder reporting
- Support the delivery of projects, including preparation of business requirements and project plans
- Identify and implement innovative solutions towards process improvement
- Create an environment oriented to trust, open communication, creative thinking, and cohesive team effort

**About You**
- Excellent verbal and written communication skills
- Experience in dealing with complaints and escalations
- The ability to coach, train, and motivate employees and evaluate their performance;
- Excellent problem solving, leadership, and customer service skills;
- Analytical skills and the ability to understand data and trends;
- Strong ability to plan and prioritise workloads for teams, across multiple channels;
- Call Centre team leadership experience is required

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