Contact Centre Lead

2 weeks ago

Sydney, Australia Cover-More Full time

**Introduction**:
An exciting opportunity is now available for a Contact Centre Lead in the employee well-being industry

This is a 6 months fixed-term full-time opportunity with the potential to become permanent. Rotating roster working 5 days per week between 10am to 12:00am

Benestar is the leading provider of employee health and wellbeing services in Australia. We're part of the Cover-More Group, one of the world’s leading providers of medical assistance and travel insurance. We offer help, support and guidance in many ways including individual face to face counselling, attending critical incidents, performing psychometric assessments for selection and development, organisational development and training through seminars. Our aim is to improve workforce wellness. Working with Benestar offers you the chance to make a big difference to the mental health of people throughout Australia.

We now have an opportunity for a talented individual to join our team as a Contact Centre Lead based in our Sydney office on a full-time basis (hybrid work working from home and form the office). This position will suit someone who enjoys a fast-paced working environment and possesses a strong background in contact centre management, customer service operations, people management and with a clinical or mental health knowledge background.

**About the role**:

- Responsible for the overall day to day operations of the contact centre
- Responsible for handling 2nd level escalations and complaints
- Manage our client services centre team by nurturing a strong culture based on Company values to promote stability and engagement within the office and across the divisions
- Drive a culture of positive change, high performance and customer service excellence
- Continually improve team performance through balancing coaching, training and management principles
- Identify, develop and improve efficiencies within the Contact Centre and other departments impacting the effectiveness of own function
- Provide multiple reports including quality, productivity, customer and complaints

**To be successful you will need**:

- Proven experience in managing or supervising a Contact Centre team
- Customer liaison experience at all levels
- Possess a good level of knowledge mental health/wellbeing services industry
- Display strong leadership skills with strategic and operational acumen including conceptual thinking, analytical and problem-solving skills
- Have highly developed interpersonal, people management skills with an ability to present and interact and influence at all levels
- Possess the ability to effectively delegate tasks to direct reports and other business stakeholders while providing the necessary level of guidance, support and supervision

Proper completion of probity checks and adherence to State/Territory public health orders is required as part of the recruitment process for all Benestar roles.

BENESTAR GROUP is committed to the principle of equal employment opportunity for all employees and to providing employees with a safe work environment free of discrimination and harassment. We celebrate and embrace diversity in all its forms and have a zero-tolerance policy for violence, including domestic and family violence.

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