Supervisor - Contact Centre

2 days ago

Melbourne, Australia Marie Stopes Australia Full time

Opportunity to join management function of a successful inbound Contact Centre
- Make a difference to the lives of Australians seeking access to our services

**About MSI Australia**
MSI Australia is an independent, non-profit organisation providing sexual and reproductive health services equally to all people living in Australia. We are a nationally accredited provider of abortion, contraception, vasectomy services, and teleabortion. We have a client-centred approach empowering our mission of your choice, made easier.

**About the role**:
Opportunity to join the management function of a successful inbound contact centre, supporting our clients to gain access to our Australia-wide services. As Supervisor of our National Contact Centre at MSI Australia, you will be responsible for organising and directing the contact centre staff. You will be accountable for assessing their work in line with organisational policy and procedures. You will support the organisation and the team to achieve a high quality and client focussed approach, whilst complying with any legislative requirements. Reporting to the Client Service Manager you will be assisting with overall team management, onboarding, training and coaching contact centre agents.

**Main responsibilities of the role**:

- Lead the team to deliver our mission in an environment that encourages continuous improvement and collaborative decision making
- Assist in enabling the team to provide up to date, relevant and clear information on MSI Australia and its services that meet or exceed client expectations
- Oversee and conduct the training for new Contact Centre Agents, ensuring they are meet minimum requirements before they work independently.
- Achieve high quality through effective coaching in line with MSI Australia’s conversational framework.
- Achieve high quality through effective coaching in line with MSI Australia’s conversational framework.
- Motivate call center employees to focus on excellent patient satisfaction by handling complaints, answering questions, and scheduling patients
- Ensure all Client Privacy protocols are adhered to in relation to booking appointments and ensure if known to any MSI Australia employee are not discussed in an open forum.
- Contribute to the recognition of MSI Australia as the industry leader through commitment to continuous improvement in the quality of team
- Evaluate support centre performance against best practice and implement appropriate initiatives

**Our benefits**:

- Generous non-for-profit salary packaging
- Supportive Employee Assistance Program
- Make a positive difference while being a part of an organisation with a global footprint
- Supportive and compassionate team

**Who we are**:
At MSI-A our vision is to help all Australians take control of their sexual and reproductive health. Your choice, made easier.

**Integrity | Agency | Safety | Quality | Courage

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