Contact Centre Team Leader

5 days ago

Melbourne, Victoria, Australia I-Med Full time

As Contact Centre Team Leader, you will play an important role in delivering high-quality contact centre services for I-MED clinics around Australia. You will focus on influencing your team by motivating and coaching your team, helping them to understand I-MED products and services and provide superior customer service and genuine patient care.
Leading a team of 12-15 Agents, you will build and drive performance to ensure end-customers and referrers have an excellent service experience.
You will manage day-to-day line activities, priorities and make risk and impact assessments within existing processes, manage rosters and absenteeism in conjunction with the workforce planning system and Contact Centre Manager.
Our office is located on Ferntree Gully Road in Mount Waverley and is well serviced by public transport. Free on-site car parking is available. Our Contact Centre Reward and Recognition program and Engagement team help create a positive, fun, and engaging workplace that celebrates wins and successes.

About You
You'll bring proven leadership skills, including the ability to effectively influence others to achieve. Your exceptional communication skills will enable you to build and maintain strong relationships with key stakeholders.
You have a proven track record as a resilient Team Leader with at least 3 years' experience in a high-volume contact centre environment, preferably in an inbound capacity.
While prior knowledge of radiology is not necessary, you possess experience in people performance and development, engagement and the proven capability of managing customer feedback processes and systems.

We foster a culture of engagement, inclusiveness and collaboration as we strive to continually improve all that we do. We offer development opportunities that will help you grow both professionally and personally.

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