Call Centre Team Leader

3 months ago

Eagle Farm, Australia Tunstall APAC Full time

**About us**

As part of a global company, Tunstall Healthcare is the market leader of telecare and telehealth solutions. Tunstall's assistive technologies aid people with additional needs to maintain their independence, confidence and the ability to live in their own home. Our Australian and New Zealand teams provide support and assistance at the press of a button, delivering peace of mind and reassurance to clients and their families.

**What there is**:

- That feel-good feeling to help people who need it
- Great training and onboarding to the team
- Amazing and supportive leaders

**Purpose of the Role**

Reporting to the Head of Operations, this role works closely alongside fellow Call Centre Team Leaders across Australia and New Zealand, leading a team of Customer Care Consultants who take calls for our client's personal medical alarms. This role coaches, supports and leads the Customer Care Team to provide consistent premium customer service and achieve required service agreements for our clients.

**Responsibilities**
- Offer guidance and support to our Customer Care Consultants to ensure they provide excellence in customer experience and SLA compliance with emergency alarm calls and other support for our clients
- Assist with the day to day delivery of exceptional customer service and reporting requirements for our clients
- Provide end to end people and performance coaching, including career development and measurement of targets, mentoring and feedback, compliance/roster adherence, effective management of disciplinary matters and maintaining up to date records and reporting, with support and guidance from management and Human Resources
- Assist with developing and implementing strategies for continual improvement in operational effectiveness and finding efficiencies
- Delegate to and mentor the Senior Consultants to assist with their growth
- Contribute to strategic plans for the team and support the strategic plan at a company level

**Experience and Requirements**
- Strong call centre experience
- Proven people management skills to lead in a high-performance culture environment to ensure the team delivers quality service to clients
- Demonstrated experience and success in measuring and coaching of performance targets and objectives
- Strong influencing skills with the ability to negotiate, resolve issues, and create process improvements
- Thrives in a team environment, helping others, solving problems together, and removing barriers to achieve results
- Strong communicator who has the ability to make decisions, be flexible in responding to changing priorities, work unsupervised, accept responsibility and act on directives
- Positive and highly motivated to succeed

**Flexibility**

As a 24/7 business, there is an on-call roster that this role shares with other leaders in the team across Australia and New Zealand, which will be generally rostered for 1 week per month, for any calls that require escalation after hours that the on-shift Senior is unable to resolve.

We are open to hybrid working opportunities for this role once they are fully trained, and who have suitable computer equipment and strong internet access at home. Lots of our Customer Care team utilise the hybrid remote working option, so experience with leading in an office _and_ remotely would be a big plus for this role.

**Why us?**
- Competitive salary
- Great induction and orientation process to welcome you onboard
- Free onsite and close-by street parking
- Opportunities for training and development
- Fun and regular staff events - we love food
- Onsite gym and coffee machine
- Instant and yearly recognition awards
- Warm and friendly culture
- Free counselling service
- Discounts and benefits

**Diversity & Inclusion**

We’re passionate about ensuring our team reflects the brilliant and unique qualities of the people and communities we support. At Tunstall you’ll find a place where you’re valued and celebrated for being yourself. We empower our people to deliver the very best teamwork, innovation and thought leadership by creating an environment where we champion diversity and inclusion. Each Tunstall colleague has a superpower they’re unique. No one else is them, and we think that’s special. Come and join our mission and be part of our team, our One Tunstall team.

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