Contact Centre Team Leader 2ic

3 days ago

Balcatta, Australia I-MED Full time

I-MED is pleased to be offering a new opportunity for a Contact Centre Team Leader 2IC to join the team Balcatta, to support our dedicated team of Contact Centre Agents.
Your role will be based in a busy, yet supportive inbound contact centre where you will be responsible for the day-to-day operations of your team to ensure they deliver the desired level of customer service and meet business objectives.
The core hours of the contact centre are 7:00am to 6:00pm, Monday-Friday, with all staff expected to be flexible to work rotating rosters. The occasional Saturday morning shift may be required (8am to noon).
Location
The office is located in Balcatta and is well serviced by public transport and some parking facilities.
The Role
Supporting the Team Leader, you will lead team of 12-15 Agents, motivating and coaching to ensure your team understand I-MED products, services, work processes and key performance metrics.
This role will assist with managing daily workforce requirements and day-to-day in conjunction with the workforce planning system and Contact Centre Manager.
In addition, you will be tasked with taking inbound calls from our customers to assist with taking patients enquiries, bookings and providing pre-appointment instructions. Your direct reports will have these responsibilities also, and this will give you insight into your teams daily workload and provide you an understanding of the jobs intricacies.
We Offer
- A competitive rate of pay and a range of employee benefits such as paid parental leave, discounted health insurance and gym memberships, travel benefits and much more
- Commitment to your health and well-being with access to our employee assistance programme and fitness platform
- A collaborative and professional working environment with flexible work options
- Comprehensive induction training and ongoing development opportunities through I-MED's immersive learning platform
- A Contact Centre Reward and Recognition Programme
- Opportunity to be part of a fun, dedicated team that celebrates wins and successes Thanks to our Engagement Committee there is always something fun happening or to look forward to
- Dedicated Diversity, Equity & Inclusion (DEI) committees to support and champion DEI initiatives across our network

About You
This role will suit someone looking to take on more responsibilities with opportunities for ongoing training and development. Previous experience within Radiology is preferred for this role but not essential.
You are committed to providing the highest level of customer service with a demonstrated focus on continuous performance improvement. You are a resilient individual, with a positive and empathetic customer focused attitude, who is self-motivated, reliable, and conscientious in their approach to work.
Your communication skills are key, and it is important that you can demonstrate your success in building and maintaining valued and constructive relationships with internal and external stakeholders in similar roles.
You can confidently deal with escalated or demanding customers and have extensive experience in complaints management and escalations.
You have a good understanding of contact centre management software (Workforce Planning Management/Call Recording/Quality Management) plus experience working with targets and KPIs.
How do you apply?
Due to training requirements and on the job support, and to ensure you have enough contact time to master your role, we prefer that you have no planned extended leave for the first 3 months in the role.

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