Ncc Hub Leader

**About You**:
You pride yourself on your exceptional service and have solid experience working within a customer contact centre. You have a high level of empathy and are adept at working with technology, moreover you thrive when given an opportunity to innovate and develop capability in your team. You really care about offering meaningful service and take pride in the work that you do.

Our industry is unique, and your experience in demonstrating empathy and sensitivity to our family’s situations is key. This is a great opportunity to develop your knowledge across the funeral industry and the InvoCare brands while developing your leadership skills.

**Your new role**:
You will lead a team of Consultants within our Melbourne hub based in Tullamarine supporting a 24/7 business operation. Providing coaching and mentorship to the team will be critical as you lead them to achieve KPI’s. You will also be involved in the implementation of new technology particularly chatbots. Key to your success will be your planning and ability to role model key behaviours that align to our customer service ethos and our company values.

The role primarily involves:

- Management and coaching of team and individual KPI’s
- Queue management
- Workforce Planning and scheduling
- Weekly, monthly quarterly and bi yearly reporting
- Act as escalation point for complex matters

**About Us**:
InvoCare is an industry leader within the funeral industry, we currently operate over 300 funeral locations, 17 cemeteries and 29 crematoria, throughout Australia, New Zealand and Singapore and growing.

**Benefits of joining InvoCare**:
You may not have considered this industry before, but we provide vital services to families that helps them to celebrate the lives of those they loved. Our staff live our values every day and get to experience the gratitude that comes with offering such a meaningful service. The benefits you can receive include:

- Reward and recognition programs
- Tailored induction and training programs
- Well designed and fitted out locations with the latest facilities to assist in providing an exceptional client family experience
- Networking opportunities across the business and with peers
- Birthday and paid parental leave
- Free access Employee Assistant Program
- Annual family day social events
- Flexible work hours, we offer shifts that fit around your life and commitments
- We are a diverse workplace and equal opportunity employer
- Set remuneration bands with regular performance discussions and remuneration reviews

**How to Apply**:
InvoCare is proud to provide our employees with a quality work environment and opportunity for both personal and professional growth.