Contact Centre Team Leader

15 hours ago

Brisbane, Queensland, Australia Qscan Radiologic Clinics Full time
About the Opportunity

We are seeking an experienced Contact Centre Team Leader to lead our team across two locations, primarily based at Clayfield. As a key member of our Qscan Radiology Clinics team, you will be responsible for driving exemplary customer experience, team performance, and daily operations across all contact centre channels.

Key Responsibilities:
  • Drive Customer Experience: Ensure timely response to customer enquiries across voice and digital channels and drive quality interactions to deliver a seamless experience for our customers, patients, and referrers.
  • Drive Team Performance: Lead and support team members to achieve deliverables while managing and monitoring their performance. Foster team recognition, cohesion, and engagement to build and retain a high-performing team.
  • Lead and Manage: Oversee the daily operations across all contact centre channels, handle escalations effectively, ensure effective rostering to meet customer demand, and drive training and development.
  • Collaborate Effectively: Work within a multi-disciplinary team to ensure efficient customer service systems and processes. Support neighbouring regions to meet high Customer Experience standards as required.
About You

The ideal Contact Centre Team Leader will bring:

  • A strong customer focus, driven to provide empathetic, patient-centric service.
  • Excellent communication skills to effectively interact with patients, referrers, and colleagues.
  • Organisational skills, managing multiple tasks efficiently in a fast-paced environment.
  • Technical proficiency, comfortable using computer systems and eager to learn new software (experience with Radiology Information Systems is a plus).
  • Previous experience in a contact centre is required (minimum 2+ years), preferably in the medical field.
  • Leadership experience, proven coaching and driving performance capability.
What We Offer

Working for Qscan Group offers you:

  • A great team culture, where you will be supported to participate in personal and professional development programs.
  • Competitive remuneration package with additional employee discounts.
  • A Flexible Work Arrangements policy to help you achieve the ideal balance between work and personal responsibilities.
  • Access to our Employee Assistance Program to enhance your health and well-being.
  • A range of employee benefits, such as paid parental leave and annual flu vaccinations.

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