Contact Centre Team Leader

3 months ago

Melbourne, Australia Australian Unity Full time

**Join us and let’s make a bigger difference together.**

Established in 1840, we’re Australia’s first member-owned wellbeing company. Today we have over $1 billion in revenue and provide smart solutions and services to more than 700,000 Australians. We employ over 7000 people and our purpose is to **Help People to Thrive**.

It’s an exciting time to be joining Australian Unity - we have grown significantly over recent years and are transforming to capitalise on further growth opportunities to help our customers and employees thrive. We operate with commercial principles and with a strong social purpose to create community value. Australian Unity is proud to be an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

**Our Opportunity**:
We currently have two Team Leader opportunities within the Customer Solutions Centre. You will lead and develop Customer Solutions Consultants to manage all inbound and outbound enquiries for our health insurance members, ensuring a positive experience is delivered accurately, each and every time.

You will work proactively with the Contact Centre Leadership Team to support our people ensuring the delivery of KPIs/ scorecards, project changes, and continuous improvement strategies. Together the Contact Centre Leadership Team will drive to proactively contribute and continuously deliver a great working culture within each team and across the centre while embracing Australian Unity’s values.

This will include:

- Using both our internal quality assurance program and voice of the customer program to identify and develop individuals and the team in line with KPIs
- Identify performance/development gaps and implement coaching and training to bridge the gaps to ensure delivery of all KPIs both short term and long term
- Monitor and maintain reports on staff performance against KPI’s including documenting all coaching, development, career path, and performance improvement plan conversations
- Conduct frequent and ongoing call monitoring and reviews for the team in order to obtain visibility on individual and team performance
- Ensure all day to day administrative tasks are completed as required and within timeframe including reporting or request from the Senior Leaders
- Manage and monitor non-compliance, behaviours, rosters etc

**About You**:

- Proven experience leading and managing a team of 10-15 people within a contact centre environment
- Proven capability to coach and develop individuals and teams to deliver KPIs
- Proven ability to work in a team environment
- Ability to drive and increase a positive working culture
- Ability to adapt to change in a dynamic fast paced environment
- Independent, self-motivated and well organised
- Proficiency in MS Office and learning of computer systems

**What’s on Offer**:
You will enjoy a range of great employee benefits and rewards including:

- Competitive salary + bonus program
- Enjoy additional yearly Well-Being and Community leave days
- 14-week paid parental leave, with equal benefit for both parents PLUS our Bump to Baby
- Employee Referral Program
- Employee Assistance Program - support and assistance for you and your partner at those times in life when you need it most
- Maxxia Rewards - a great range of discounts and benefits at selected retail outlets, department stores, attractions, travel, cinemas, restaurants.
- Discounts across the Australian Unity business including Private Health Insurance, General Insurance + more
- Available access to LinkedIn Learning courses through our great Learning platform

  • Digital Contact Centre

    7 months ago

    Melbourne, Australia IAS RECRUITMENT Full time

    Seeking a Team Leader with a Passion for Digital Customer Service - Very Attractive Salary + Bonus & Benefits - Supportive Team & Career Development Opportunties **About the company** Our client, a leading Australian company, offers top-notch products and services integral to the daily lives of many Australians. Positioned for significant growth, the...

  • Contact Centre Team Leader

    7 days ago

    Melbourne, Australia Mercer Full time

    **Contact Centre Team Leader **What can you expect**: - A great opportunity to grow your leadership capability in a global organization with a local feel. - Bring your passion for leadership and achieving results through others. - Our purpose is to create better lives for our customers and clients through providing excellent customer service to...

  • Team Leader

    7 months ago

    Melbourne, Australia Belgravia Health & Leisure Group Pty Ltd Full time

    **Team Leader - Contact Centre** **VIC, Collingwood 3066** - An excellent opportunity for an emerging leader to step up and make an impact. - Full-time, permanent position. - Hybrid working model: 3-4 days in the office. Belgravia Leisure’s customer care team is looking for a passionate Team Leader to provide exceptional customer service and support our...

  • Contact Centre Team Leaders

    4 months ago

    Melbourne, Australia Lite n’ Easy Full time

    **Introduction**: Are you ready to be part of something bigger? At Lite n' Easy, we're not just about meals; we're about transforming lives through better eating habits. We make it effortless for Aussies to embrace healthier choices, whether they're on a weight loss journey or simply aiming to maintain a balanced lifestyle. As a team, we pour our passion...

  • Supervisor - Contact Centre

    15 hours ago

    Melbourne, Australia Marie Stopes Australia Full time

    Opportunity to join management function of a successful inbound Contact Centre - Make a difference to the lives of Australians seeking access to our services **About MSI Australia** MSI Australia is an independent, non-profit organisation providing sexual and reproductive health services equally to all people living in Australia. We are a nationally...

  • Contact Centre Operator

    6 days ago

    Melbourne, Australia Telstra Health Full time

    Hi we’re Telstra Health. We’d like to tell you a few things about us that you might not know. As the largest Australian-based provider of software products, solutions and platform for care providers in the hospital, health service, pharmacy, and aged and disability care sectors, we’re committed to improving lives right across Australia. Telstra Health...

  • Contact Centre Operator

    7 months ago

    Melbourne, Australia Telstra Health Full time

    Hi we’re Telstra Health. We’d like to tell you a few things about us that you might not know. As the largest Australian-based provider of software products, solutions and platform for care providers in the hospital, health service, pharmacy, and aged and disability care sectors, we’re committed to improving lives right across Australia. Telstra Health...

  • Contact Centre Manager

    2 weeks ago

    Melbourne, Australia SMAART Recruitment Full time

    Salary Package: $93-100k Base + 17% Super + 15% shift loading - Mon - Thu 1pm - 9pm, Fri 11am - 7pm, Located in Clayton - Collaborative, empowering culture that allows you to flourish in your career Be part of a vibrant team environment where unity, compassion, and respect are at the forefront of this business. Monash University is looking for a **Contact...

  • Contact Centre Analyst

    7 days ago

    Melbourne, Australia Mercer Full time

    **Contact Centre Analyst** **What can you expect?** What we offer is a chance to join a company that is not only winning, but is transforming in the most exciting way possible. Our CEO, David Bryant, is dedicated to Mercer Australia being a “people first” culture. This means that great performers are greatly rewarded. We pride ourselves on providing...

  • Contact Centre Manager

    7 months ago

    Melbourne, Australia Probe CX Full time

    **About the Role** The Contact Centre Manager is responsible for all aspects of the Contact Centre’s performance. The Contact Centre Manager will bind all specialist Probe resources contributing to the success of the Contact Centre, to ensure all objectives / Contact Centre metrics are met within contractual agreed timeframes. The Contact Centre Manager...

  • Customer Contact Centre Manager

    7 months ago

    Melbourne, Australia Frontline Recruitment Full time

    **About the company** This is an exciting opportunity for an experienced **Customer Contact Centre Manager **to join a rapidly growing organisation who are renowned industry leaders in supporting their customers with their charging outcomes! The growth of the business is exponential with lots of exciting projects coming up. You will be managing a team and...

  • Contact Centre Administrator

    4 months ago

    Melbourne, Australia Department of Justice and Community Safety Full time

    Location: Melbourne | CBD Job type: Full time / 30/06/2025 Organisation: Department of Justice and Community Safety **Salary**: $109,730 - $132,764 Occupation: IT and Telecommunications Reference: VG/1817988SEP2024 At the Department of Justice and Community Safety, we’re looking for people who want to make a difference. People who take pride in their...

  • Contact Centre Administrator

    8 months ago

    Melbourne, Australia Hudson Australia Full time

    Full time permanent role - Mulgrave location - this is an office based role - Working days - Monday to Friday **About the role**: As a Contact Centre Administrator you will be responsible for providing customer service and coordination support within the Commercial division. The purpose of this role is to resolve customer complaints and issues promptly...

  • Knowledge and Process Team Leader

    5 days ago

    Melbourne Airport, Australia Team Global Express Full time

    About the Role Team Global Express (TGE) is seeking a high calibre, experienced Knowledge & Process Team Leader to join our Service Operations team. You will have the opportunity to lead our Knowledge & Process team in order to identify, plan, design and deliver service excellence to our customers via our Service contact centres. The position is primarily...

  • Contact Centre Specialist

    2 weeks ago

    Melbourne, Australia Great Southern Bank Full time

    **Contact Centre Specialist** This is an exciting opportunity for motivated individuals to join our vibrant Melbourne Contact Centre teams, starting on **Monday 5th December**. You will be the first point of contact for all inbound calls from customers and be responsible for delivering an exceptional customer service experience regarding their everyday...

  • Contact Centre Advisor

    4 weeks ago

    Melbourne, Victoria, Australia Bank of Queensland Full time

    Take the next step in your career and become a Contact Centre Advisor with the Bank of Queensland. This exciting opportunity allows you to develop your skills and knowledge in customer service while working with a reputable and innovative bank.About the RoleWe are seeking experienced and enthusiastic customer service professionals to join our contact centre...

  • Contact Centre

    7 months ago

    Melbourne, Australia Dixon Appointments Full time

    $36.34 per hour + Super - Immediate start - 6 months potential extension - WFH Options **Customer Service Officer** - $34.36 per hour + Super - Immediate start - WFH Options **The organisation** A Victorian agency of the State Government that manages and protects Melbourne's major water resources on behalf of the community. **About the role** You will...

  • Contact Centre Administrator

    4 months ago

    Melbourne City Centre, Australia Department of Justice and Community Safety Full time

    Contact Centre Administrator role available - Fixed term until 30 June 2025 - Full time opportunity - VP5 salary: $109,730 to $132,764 plus superannuation The Department of Justice and Community Safety (the department) is seeking a Contact Centre Administratorto provide a critical role within Corporate Services and Infrastructure. About the Business...

  • Call Centre Team Leader

    5 months ago

    Melbourne City Centre, Australia HAYS Full time

    Be part of a bank where you can create a positive impact for people and the planet. **Your new company** Join a B Corp certified bank that is growing fast as people choose to align their values and commitment to making a positive impact on the community and the environment. They currently have a permanent full-time opportunity for a Contact Centre Team...

  • Head of Operations

    7 months ago

    Melbourne, Australia SMAART Recruitment Full time

    **SMAART Recruitment** has once again partnered with one the world's largest and fastest growing BPOs. Due to new logos and growth in the APAC region, they are now looking for a Head of Operations to take their team to new heights in Australia. This client facing role is a hands-on position that will see you manage their growing Contact Centre, which is...