Contact Centre Manager

5 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



  • Sydney Central Business District, Australia Chandler Macleod Full time

    Our Client, a leading members organisation have a great opportunity to join their Contact Centre team which is one of the main functions of the Member Services Unit team and the main contact point for members and the general public. **Main Responsibilities**: - Be an example of the behaviours and practices outlined in the Service Standards, and exemplify...


  • Brisbane Central Business District, Australia Davidson Group Services Full time

    **About the Role**: Davidson are currently recruiting experienced Call Centre Consultants. There is a potential of multiple opportunities available based across Brisbane CBD. The primary goal of the Customer Service Consultant is to respond to customer enquiries and interactions proactively and resolving their queries in a timely manner. If you are a...


  • Brisbane Central Business District, Australia Davidson Group Services Full time

    **About the Company** Davidson are a preferred supplier for the government sector and have strong partnerships within local, state and federal government. We currently have multiple opportunities for experienced Contact Centre Consultants to commence a contract through within a State Government department. **About the Role** As a Contact Centre...


  • Sydney Central Business District, Australia HAYS Full time

    Recruiting for a NSW government department who require multiple call centre operators. **Your new company** Fantastic opportunity to join a Government department which will see you on the front line for all customer enquiries. This department is looking for multiple call centre operators to resolve a high volume of inbound and outbound calls. **Your new...


  • Sydney Central Business District, Australia HAYS Full time

    Kick start your banking career with a big 4 bank! Hybrid opportunity $32.69 p/h + super **Your new company** Fantastic Customer Service Adviser opportunity within a Big 4 Bank. Hybrid opportunity with their high tech, modern offices in Sydney CBD, they are currently seeking Customer Service Advisors to join their dynamic and vibrant team. This is an...


  • Sydney, Australia Samsung Electronics Full time

    Position Summary Turn your dreams into reality, create the unthinkable and #ReImagineYourFuture. Samsung is one of the most successful and fastest growing technology companies in the world. We approach everything we do with the spirit of a ‘joyful pioneer’- daring to defy barriers and striving to excel limits. At the heart of our DNA is the pursuit of...


  • Brisbane Central Business District, Australia Sarina Russo Full time

    Sarina Russo Job Access is a leading - Workforce Australia _provider with sites across QLD, VIC and NSW. Through the delivery of integrated recruitment and training solutions Sarina Russo Job Access has enhanced the careers and impacted the lives of thousands of individuals. Partnering with employers and community groups we find sustainable employment...


  • Sydney, Australia Virgin Australia Full time

    **WORK TYPE**: Full Time **LOCATION**: Sydney **JOB TYPE**: Velocity Frequent Flyer, Customer Experience & Product **APPLICATIONS CLOSE**: **Manager, Member Contact Centre**: Hello. We’re Velocity Frequent Flyer, loyalty program of Virgin Australia. And we’re back (in a big way). With a year of ups and downs behind us all, we’re now ramping things...


  • Sydney, Australia Challenger Full time

    Challenger Limited is an ASX-listed investment management firm managing $127 billion in assets (as at 30 June 2024). Life with us is fast moving and always exciting. Together we’re driving to deliver our vision to provide our customers with financial security for a better retirement._ - We achieve this goal by providing a work environment where people from...


  • Sydney, Australia Mable Full time

    **We’re powered by purpose** Mable is an online platform connecting Australians looking for disability and aged care support to independent support workers. Since 2014, we’ve been helping our community live their kind of independence, and today we’re one of Australia's largest and fastest growing healthtech platforms. We have been recognised in...