Contact Centre Manager

2 days ago

Sydney Central Business District, Australia HCF Full time

**About the role**

The Contact Centre Manager is responsible for managing, leading and motivating the rt health contact centre team with the aim of achieving key service targets across the rt health membership base. Responsible for a team of Member Care Consultants, the Contact centre manager will provide strong, positive leadership to the call centre and enhance business opportunities within rt health and other channels.

**This role will be for a a 12 month contract**

**Other key responsibilities will include**:

- Manage and develop the leadership team to ensure performance meets individual and business objectives
- Achieve agreed KPIs and improvement objectives for unit
- Plan, control and monitor customer service and sales standards and procedures
- Ensure that expense
- to
- revenue ratios are maintained at budgeted levels
- Develop and implement strategies to develop new business objectives, cross-sell to existing members, retain membership and improve customer service standards within the Call Centre
- Ensure the business unit complies with all relevant regulatory and legal requirements
- Participate in or lead projects as required

**Skills & experience**

To be successful in this role, you will also have the following experience, skills and attributes:

- Extensive experience in a call centre management role or similar
- Excellent people management skills and a positive, hands-on attitude
- Demonstrated strong interpersonal skills; consistently display role model behaviour for all staff at all levels
- Demonstrated strategic thinking
- Demonstrated commitment to delivering first-class customer service
- 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

**Culture**

Working in the health insurance industry, we know how important it is to prioritise the wellbeing of our own people. We’re all about creating a fantastic people experience, guided by our values, so that we can in turn better deliver for our members. We work with our people to create a work experience that is inclusive, supportive, safe and respectful so we can do the best for our members.

Come and join our rt Health team

**Benefits**
- Up to 50% discount on health cover, pet & travel insurance
- Flexible work arrangements
- Family & Friends day
- Organisational wide Recognition & Rewards program
- Generous Parental Leave Scheme
- Certified Family Friendly Workplace
- Health & Wellbeing Initiatives

**A career with us - How to Apply

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