Team Leader

1 week ago


Melbourne, Victoria, Australia Bupa Full time
About the Opportunity

We are seeking an exceptional Team Leader to join our Health Insurance Contact Centre, driving operational excellence and leading a high-performing team.

Our Contact Centres serve as a primary point of connection for Bupa Health Insurance customers and potential customers. Our Customer Service advisors engage in meaningful interactions via the voice channel, uncovering needs and providing solutions that deliver the best outcome for the customer, while adhering to quality standards.

Key Responsibilities:
  • Lead Advisors/Consultants to achieve business goals and metrics.
  • Partner effectively with peers and Real Time to manage incoming call volumes and implement contingencies.
  • Ensure service targets are achieved by developing and training staff, implementing new initiatives, monitoring performance, and maintaining resource utilization.
  • Develop a team of highly professional and motivated Contact Centre Advisors/Consultants.
  • Foster effective relationships with other business units to ensure success of business initiatives.
About You

You will be/have:

  • Excellent leadership, people management, and team management skills.
  • Good Contact Centre experience in a similar environment.
  • Ability to inspire and create enthusiasm, energy, and cooperation in others to achieve work objectives.
  • Ability to coach and encourage staff to perform at their optimum level.
  • Workflow management and efficiency skills.
  • Demonstrated understanding of contact centre practices, dependencies, and operations.
  • Demonstrated ability to work under pressure while continuing to make effective decisions.
What's in it for you?

As well as a competitive salary, a range of Bupa benefits, and flexible working/work from home arrangements, you'll be challenged and encouraged to innovate. You will partner with colleagues who are dedicated to delivering exceptional experiences. We respect and consider everyone, knowing your difference will make the difference.

About Bupa Asia Pacific

Bupa is an international healthcare group committed to helping people live longer, healthier, happier lives and making a better world for more than 70 years. Our organisation operates in Australia, New Zealand, and Hong Kong, supporting about 6.5 million customers through a broad range of health and care services including health insurance, aged care, dental, medical, optical, and hearing services. Employing over 20,000 people in the region, we believe that we can make a real difference to the lives of customers through our values, purpose, and the way that we deliver personalised care.


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