Team Leader

3 weeks ago

Melbourne, Victoria, Australia Bupa Full time
About the Opportunity

We are seeking a highly skilled Team Leader to join our Health Insurance Contact Centre within our Customer Service team.

The Contact Centres are 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 and understanding needs to provide solutions that deliver the best outcome for the customer, while adhering to quality standards.

As part of the Contact Centre Leadership Team, you will have overall responsibility for managing a highly effective team. Your role will involve coaching, motivating, and empowering your team to ensure business targets and key metrics are met.

Key Responsibilities:
  • Lead Advisors/Consultants to achieve 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, changing staff behavior, 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.
You Will Be/Have:
  • Along with managing a team of 10-15 direct reports, you will also possess:
  • 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.

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.

Bupa Asia Pacific 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 more than 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 we deliver personalized care.

Salary Range: $80,000 - $120,000 per annum (dependent on location and experience)

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