Team Leader

1 week ago

Sydney, Australia Bupa Full time

**Employment Term**:Perm Full Time
- ** Location**:Melbourne or Brisbane/ Working from Home
- ** Application Closing Date**:4th July

**About the opportunity**:
Our Contact Centres are a primary point of connection for Bupa Health Insurance customers and potential customers. Customer Advisor's engage in meaningful interactions via the Voice channel. They uncover and understand needs and provide solutions that deliver the best outcome for the customer, whilst adhering to quality standards.

Working as part of the Contact Centre Leadership Team, the Retention Service Team Leader has overall responsibility for managing a highly effective team. They’ll lead, coach, motivate and empower their team to ensure that business targets and key metrics are met.

**Key responsibilities**:

- To lead Advisors/Consultants to achieve Goals and Metrics.
- To partner effectively with peers and Real Time to manage incoming call volumes and implement contingencies. able to get a clear point across in a friendly, polite and engaging manner.
- To ensure that retention targets are achieved by developing and training staff, implementing new initiatives, monitoring performance, changing staff behaviour and maintaining the use of resources.
- To develop a team of highly professional and motivated Contact Centre Advisors/Consultants.
- Foster effective relationships with other business units to ensure success of business initiatives.
- Compliance with all relevant legislation and Bupa Policies (this includes Trade Practices and OH&S) to ensure that decisions are made in a way that manages risk to BUPA’s business

**You will be/have**:

- Along with managing a team of 10-15 direct reports, you will also have:

- Excellent leadership, people management and team management skills
- Good Contact Centre experience in a similar environment
- Ability to inspire and create enthusiasm, energy and cooperation in others to achieve work objectives
- Ability to coach and encourage staff to perform at their optimum level
- Workflow management and efficiency skills
- Demonstrated understanding of contact centre practices, dependencies and operations
- Demonstrated ability to work under pressure whilst continuing to make effective decisions

**What’s in it for me?**

As well as a competitive salary, a range of Bupa benefits and flexible working/ work from home arrangements, you’ll be challenged and encouraged to innovate. You will partner with colleagues who are dedicated to delivering exceptional experiences. We respect and consider everyone, knowing your difference will make the difference.

**About Bupa Asia Pacific**

Bupa is an international healthcare group which has been committed to a purpose of helping people live longer, healthier, happier lives and making a better world for more than 70 years.

Bupa Asia Pacific operates in Australia, New Zealand and Hong Kong, supporting about 6.5 million customers through a broad range of health and care services including health insurance, aged care, dental, medical, optical and hearing services. Employing more than 20,000 people in the region, we believe that we can make a real difference to the lives of customers through our values, purpose and the way that we deliver personalised care.

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