Contact Centre Team Leader

4 days ago

Melbourne, Australia Marie Stopes Australia Full time

**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.

**Main responsibilities of the role**:

- Lead and manage your team to deliver our mission in an environment that encourages continuous improvement and collaborative decision making
- Enable your team to provide up to date, relevant and clear information on MSA and its services that meet or exceed client expectations
- Lead regular performance meetings with all Contact Centre Agents in line with MSA’s performance management framework
- Ensure team members are supported during and after difficult calls, offering EAP where necessary
- Drive booking numbers through achieving high quality through effective coaching in line with MSA’s conversational framework.
- Manage and ensure call quality is maintained and audited through regular call monitoring of client service advisors and provide feedback on call quality and centre contribution as per instruction by management
- Assisting in managing the operations of a branch through completion of reports and management of staff rosters.
- Training, coaching and mentoring sales and service consultants to achieve targets.
- Monitoring team performance and identifying reasons for variances to target.
- Fiercely Pro-choice and champion of women and pregnant people’s rights
- A strong understanding of intersectionality, diversity and the impact of communication on staff, clients and communities
- Leadership experience in a call centre (essential)
- A natural leader and mentor who is passionate about bringing all team members along with the journey and not afraid to have challenging conversations
- Established communication style that is approachable, considered, collaborative and fair
- Exceptional time management and delegation abilities with high attention to detail
- A strong background in motivating a team to reach targets and KPI’s
- Comprehensive knowledge and use of data and reporting, specifically to drive performance
- Effective stakeholder management skills
- Proven capability to coach and develop individuals and team to deliver KPIs
- Ability to adapt to change in a dynamic fast paced environment

**Our benefits**:

- Non for profit salary packaging
- a portion of salary can be used to pay for expenses before income tax, saving you potentially thousands
- Extensive rewards programs providing great employee discounts
- Supportive employee assistance program

***

**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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