Call Centre Supervisor

7 days ago

Barangaroo, Australia Virgin Active Full time

Iconic brand built on a human touch with a playful side
- Lead a passionate call centre team to achieve targets
- Free gym membership, discounted PT, special deals with retailers + more

There's never been a better time to join Virgin Active, we have the best talent, doing the best work of their lives with meaning. Our continuous focus on changing lives for the better through wellness is what unites us and sets us apart in our vision to be the world's most loved exercise brand.
We are part of the Virgin group of companies worldwide and launched our Australian business in 2008 with one club, five studios and a dedicated team of just 50 people. Today, we have a team of nearly 1,000 people and we're building a collection of iconic locations in Sydney and Melbourne.

**The gig**:
Reporting to the Head of Memberships in this dynamic role, you'll lead the Call Centre team to achieve agreed targets and ensure complete member satisfaction in all interactions. Our Call Centre Team play a crucial role in responding to prospect queries, piquing interest and booking club tours to achieve commercial outcomes.
- You'll plan and direct the activities of the sales team to ensure they're on track to achieve booking targets through inbound and outbound calls (no cold calling)
- You'll ensure a flawless experience for each prospect by providing heartfelt service and relevant solutions
- You'll coach, develop and motivate the team to achieve agreed targets
- You'll manage and resolve any issues that rise above the team level
- You'll keep track of performance metrics and provide regular reports, staying on top of all your admin
- You'll liaise with the Club and Membership teams to assess, monitor and improve conversion rates and support the team where possible

**All about you**:

- You have minimum 1 year of call centre leadership experience, and flexibility to work on a rotating roster (including weekends)
- You have some sales experience. You thrive on exceeding performance targets. A+ for you.
- You're an inspiring manager with strong leadership and motivational ability. You're comfortable on the phones and thrive on exceeding performance targets.
- You're people focused. You get a kick out of seeing people kick targets out of the park.
- You're patient, level-headed, and cool under pressure. Teaching your team new conversion techniques makes you feel warm and fuzzy inside.
- You're self assured. You listen intently. You speak eloquently.
- You can explain just about anything to anyone and you're comfortable communicating at all levels.
- You're authentic when you express yourself. People trust your judgments.
- You have a can-do approach. You think on your feet.
- You're cool with ambiguity and you roll with the punches when things change.
- You're motivated to find solutions and always consider business impact.

**What we offer you**:

- A brand built on a human touch with a playful side
- A culture that's all about changing people's lives for the better through wellness
- A free membership for you to workout at our clubs (and one for your buddy)
- Discounted personal training
- Special deals with our retail and service partners
- Paid parental leave to spend time with your new little human
- Regular personal and professional development
- Confidential 24-hour support via our employee assistance program
- Fun. It's part of our success. We prefer smiles to graphs. We like to be human rather than corporate.

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