Contact Centre Team Leader

1 week ago

Melbourne, Victoria, Australia Australian Unity Full time

**Join us and let's make a bigger difference together.**

Established in 1840, we're Australia's first member-owned wellbeing company. Today we have over $1 billion in revenue and provide smart solutions and services to more than 700,000 Australians. We employ over 7000 people and our purpose is to **Help People to Thrive**.

It's an exciting time to be joining Australian Unity - we have grown significantly over recent years and are transforming to capitalise on further growth opportunities to help our customers and employees thrive. We operate with commercial principles and with a strong social purpose to create community value. Australian Unity is proud to be an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

**Our Opportunity**:
We currently have two Team Leader opportunities within the Customer Solutions Centre. You will lead and develop Customer Solutions Consultants to manage all inbound and outbound enquiries for our health insurance members, ensuring a positive experience is delivered accurately, each and every time.

You will work proactively with the Contact Centre Leadership Team to support our people ensuring the delivery of KPIs/ scorecards, project changes, and continuous improvement strategies. Together the Contact Centre Leadership Team will drive to proactively contribute and continuously deliver a great working culture within each team and across the centre while embracing Australian Unity's values.

This will include:

- Using both our internal quality assurance program and voice of the customer program to identify and develop individuals and the team in line with KPIs
- Identify performance/development gaps and implement coaching and training to bridge the gaps to ensure delivery of all KPIs both short term and long term
- Monitor and maintain reports on staff performance against KPI's including documenting all coaching, development, career path, and performance improvement plan conversations
- Conduct frequent and ongoing call monitoring and reviews for the team in order to obtain visibility on individual and team performance
- Ensure all day to day administrative tasks are completed as required and within timeframe including reporting or request from the Senior Leaders
- Manage and monitor non-compliance, behaviours, rosters etc

**About You**:

- Proven experience leading and managing a team of 10-15 people within a contact centre environment
- Proven capability to coach and develop individuals and teams to deliver KPIs
- Proven ability to work in a team environment
- Ability to drive and increase a positive working culture
- Ability to adapt to change in a dynamic fast paced environment
- Independent, self-motivated and well organised
- Proficiency in MS Office and learning of computer systems

**What's on Offer**:
You will enjoy a range of great employee benefits and rewards including:

- Competitive salary + bonus program
- Enjoy additional yearly Well-Being and Community leave days
- 14-week paid parental leave, with equal benefit for both parents PLUS our Bump to Baby
- Employee Referral Program
- Employee Assistance Program - support and assistance for you and your partner at those times in life when you need it most
- Maxxia Rewards - a great range of discounts and benefits at selected retail outlets, department stores, attractions, travel, cinemas, restaurants.
- Discounts across the Australian Unity business including Private Health Insurance, General Insurance + more
- Available access to LinkedIn Learning courses through our great Learning platform

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