Call Centre Team Leader

At EDA, our purpose is to protect the lifestyle of the outdoor adventurer. Not only do we own and represent some of Australia's most recognisable niche brands (Club 4×4 & KT Insurance) in the consumer insurance market, we're passionate advocates for people to live their best life – and that includes our employees

We're not your standard insurance company selling standard policies to standard vehicles – we're here for the outdoor adventurer Think modified 4X4, RVs and Caravans that get our customers off the beaten track and enjoying our beautiful country – we love to hear about their adventures (and they're vehicles)

Looking for your next big leadership adventure? We're looking for an experienced Call Centre Team Leader to join our buzzing Sales & Services squad on the gorgeous Sunny Coast in Maroochydore, QLD. Co-locate with your crew, drive results, and help every customer interaction be truly memorable, all while having some fun This role is based on-site with some flexibility to work from home, Monday to Friday within our operating hours of 7am–6pm, with no nights and only the occasional Saturday.

As a Call Centre Team Leader, you will:

• Be passionate about driving a high performance and sales culture to achieve brand revenue, growth, and retention targets by setting, monitoring and coaching to clear performance standards and expectations.
• Inspire and motivate teams to drive growth and exceed performance metrics.
• Build a resilient, agile team, and a culture of simplicity, innovation, and continuous improvement, supporting teams to adapt quickly and readily to change.
• Coordinate and take ownership of the daily operational performance across the call centre, ensuring exceptional customer service is provided to our customers.
• Implement and conduct regular, effective leadership routines such as 1:1's, group coaching, sales team meetings etc.
• Lead and develop a performance culture that is customer focussed with embedded risk management and safety values.
• Provide support and guidance regarding customer or process queries and product knowledge, including escalated queries and complaints resolution.
• Utilise data and insights to drive operational efficiency and optimisation of resourcing, scheduling, workflow, and capability uplift opportunities.
• Ensure compliance with all internal policies, procedures and external legislative requirements.
• Develop strong working relationships across the business to lead or support initiatives aligned to our strategy, business performance or increasing customer satisfaction.
• Maintain effective communication and ensure team members are kept up to date regarding new products, new promotions, new processes & procedures, system enhancements and any other important updates to Contact Centre operations.

About the successful applicant: 

• Minimum 2 year's experience in a leadership position
• Minimum 4 years' experience in a Call/Contact Centre environment.
• Understanding of Insurance or Financial Services industries and niche brands highly regarded.
• Demonstrated leadership skills, including the ability to coach, mentor and develop teams.
• Base-level experience in managing performance and conduct matters, with support from HR, in line with employer obligations.
• Ability to analyse performance and implement coaching plans that drive productivity and performance.
• Influencing, negotiation and conflict resolution skills across internal and external stakeholders.
• Strong operational planning, problem solving and analytical skills.
• Proven ability to initiate and manage change across business.
• Ability to work in an environment that is challenging and constantly changing.
• Strong numeracy and literacy skills with a background of producing reports and identifying data trends.
• Highly effective interpersonal and communication skills (written and verbal)

Why us?

• A competitive base salary with potential to earn a yearly bonus.
• Flexibility through a hybrid working environment, including some work from home.
• An opportunity to engage with a variety of stakeholders and functions within the wider business.
• A role where you can make a significant impact towards people and business growth.
• Career, training and personal development opportunities.
• Significant discounts on our insurance products.
• A day off for your birthday

Ready for your next adventure? Apply now