Call Centre Retention Manager

3 days ago

Parramatta, Australia HCF Full time

**About the Role**:
We are seeking an experienced, positive and engaging Call Centre Retention Manager to take ownership for and drive HCF's Call Centre Retention Strategy. Your role will be managing the operations of the Retention Outbound teams, as well as facilitating the achievement of retention and lapse targets across the whole group, including inbound service and campaign response. You will lead the development of the call centre outbound retention teams, completing reporting, inbound and outbound calls, providing additional support to the Head of Contact Centre and monitoring the health, safety and wellbeing of the Call Centre Outbound Team and our members.

**In this role you will be responsible for these Key Result Areas**:

- Partnering with key internal stakeholders to create and deliver the HCF Retention strategy as it relates to key Customer touch points
- Create test campaigns for recommendations to improve retention and lapse performance
- Provide ongoing customer insights to feed into retention strategy and improved company performance
- Implementing strategies approved by Head of Contact Centre Operations to improve conversion rate
- Managing the operations of the Call Centre Retention Outbound Teams, ensuring correct resources and the development of a highly engaged and high performing team
- Facilitating the achievement of team targets specifically to improve performance across churn, lapse and retention metrics
- Facilitating the development of all Call Centre Outbound Staff through regular one on one coaching and performance reviews
- Completing all daily and monthly outbound/retention reporting for distribution to HCF's leadership team
- Providing additional support to the Call Centre Group Manager as required

**About you**

As an experienced Call Centre Team Leader or Manager you will bring a positive and highly engaging leadership style. Your drive to attain results through comprehensive strategies and performance through your team will be one of your core strengths.

**To be successful in the role you will demonstrate the below key attributes and experience**:

- Direct people management experience
- Experience within a high volume, call centre environment with exposure to both sales and service
- Demonstrated commitment to delivering first-class customer service
- Excellent people management skills and a positive, hands-on attitude
- Demonstrated strong interpersonal skills; consistently display role model behavior for all staff at all levels
- Proven high level of organisational ability and time management
- Proven analytical and problem solving ability
- Ability and desire to learn and develop others?
- Knowledge of the Health Insurance Industry, related rules and regulations (or the ability to develop this knowledge within a short timeframe)
- Demonstrated energy, initiative and versatility
- Demonstrated understanding of sales concepts and processes
- Understanding of outbound technology including outbound diallers would be desirable

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