Contact Centre Team Lead

3 weeks ago

Sydney, New South Wales, Australia Bupaoptical Full time
About the Role

Bupa Medical Visa Services is seeking a highly skilled Contact Centre Manager to lead our frontline team in delivering exceptional customer experiences. As a key member of our leadership team, you will be responsible for fostering adaptability, building strong stakeholder relationships, and driving operational efficiency.

Key Responsibilities
  • Lead, coach, and mentor the team to achieve results in line with agreed performance targets.
  • Manage workflows across multiple channels and ensure high-quality service.
  • Communicate effectively with internal stakeholders and build strong working relationships.
  • Manage external agency and state/territory queries, troubleshooting complex issues, and achieving best outcomes for all stakeholders.
  • Produce and manage business and stakeholder reporting.
  • Support the delivery of projects, including preparation of business requirements and project plans.
  • Identify and implement innovative solutions towards process improvement.
About You

We are looking for an experienced leader with excellent verbal and written communication skills, the ability to coach, train, and motivate employees, and a strong ability to plan and prioritize workloads for teams across multiple channels. Call Centre team leadership experience is required.

Bupa is committed to creating a safe and inclusive workplace. We welcome applicants from all cultural backgrounds, genders, and abilities. If you require any adjustments to participate in our recruitment process, please let us know at the time of your application.

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