Contact Centre Team Leader

I-MED is pleased to be offering a new opportunity for an experienced Contact Centre Team Leader to join the team in Balcatta and lead our dedicated team of Contact Centre Agents.
Reporting to the Contact Centre Manager, your role will be based in a busy, yet supportive inbound contact centre where you will be responsible for the day-to-day operations of your team to ensure they deliver the desired level of customer service and meet business objectives.
The core hours of the contact centre are 8:00am to 6:00pm, Monday-Friday, with all staff expected to be flexible to work rotating rosters.

Location
The office is located on Balcatta Rd, Balcatta and is well serviced by public transport and staff parking facilities.

The Role
Leading a team of up to 15 agents, you will build and drive performance to ensure end-customers and referrers have an excellent service experience. You will deliver high quality contact centre services for multiple I-MED clinics across Western Australia by motivating and coaching your team and ensuring your team understand I-MED products, services, work processes and key performance metrics.
You will manage day-to-day line activities, prioritise and make risk and impact assessments within existing processes, manage rosters and absenteeism in conjunction with the workforce planning system and Contact Centre Manager.
You will conduct call reviews per staff member and provide training, guidance and feedback where required to ensure agents are providing excellent customer service and patient care, advocating for customers at every step of the way to provide data-driven actionable insights for management.
You will work with the management team to identify and deliver positive change and business efficiencies and foster a culture of continuous improvement across teams and the broader business.

We Offer
- A competitive rate of pay and a range of employee benefits such as paid parental leave, discounted health insurance and gym memberships, travel benefits and much more
- Commitment to your health and well-being with access to our Employee Assistance Programme and fitness platform
- A collaborative and professional working environment with flexible work options
- Comprehensive induction training and ongoing development opportunities through I-MED's immersive learning platform
- A Contact Centre Reward and Recognition Programme
- Opportunity to be part of a fun, dedicated team that celebrates wins and successes Thanks to our Engagement Committee there is always something fun happening

About You
You are committed to providing the highest level of customer service with a demonstrated focus on continuous performance improvement. You are a resilient individual, with a positive and empathetic customer focused attitude, who is self-motivated, reliable, and conscientious in their approach to work.
Your communication skills are key and it is important that you can demonstrate your success in building and maintaining valued and constructive relationships with internal and external stakeholders in similar roles. You will be able to confidently collaborate with the National Contact Centre Leadership Team and Training Team to provide suggestions on areas for improvement.
You will have at least 3 years' experience as a Team Leader in a high-volume contact centre environment (inbound desirable) where you handled complex enquiries. Knowledge of radiology is not essential as training is available.
You will demonstrate an ability to lead, coach and drive agents to become a high performing team and will demonstrate initiative and the ability to make decisions, achieve targets and meet deadlines.
You can confidently deal with escalated or demanding customers and have extensive experience in complaints management and escalations.
You have a good understanding of contact centre management software (Workforce Planning Management/Call Recording/Quality Management) plus experience working with targets and KPIs.

How do you apply?
Due to training requirements and on the job support, and to ensure you have enough contact time to master your role, we prefer that you have no planned extended leave for the first 3 months in the role.
Discover new opportunities and join us on the journey to become the most respected and trusted medical imaging specialists in the world.