Contact Centre Team Manager

1 week ago

Melbourne, Victoria, Australia Aia Full time

BE THE DIFFERENCE

Everyone in the AIA customer care team plays a vital role in helping our customers live Healthier, Longer, Better Lives. If you're looking for a fulfilling career where you can make a difference, join our team at AIA and help us protect what matters most to our customers.

The Opportunity

Due to an internal promotion, we have an exciting opportunity for an experienced Team Manager to join our thriving Health Insurance Business. You will manage a bespoke specialist team of senior agents and also manage vendor relationships. You will be also responsible for managing and growing a new team as we launch our Corporate and International Health products.

Day to day you will:

- Responsible for running the operations and implementing process improvements of the customer contact centre.
- Plan and monitor contact centre activities
- Analyse and measure the effectiveness of existing processes and develop sustainable and quantifiable process improvements
- Develop contact centre staff through continuous review, feedback, and on-the-job training
- Vendor relationship management
- Private Health Insurance experience
- Experience in HAMBS, e5 and Salesforce preferred
- Previous leadership experience in a Service Contact Centre
- Experience working in a time demanding and process driven environment
- Sound verbal and written communication skills
- Experienced in MS Office Tools

Why choose AIA:
At AIA, we've made a promise to help people live healthier, longer, better lives. And it starts with our own people.
- Access our training and development to build on your current skills
- Career development through internal mobility opportunities
- Work for a business helping millions of Australians and make a difference to someone's life everyday
- Access additional leave days a year to recharge and refresh yourself
- Enjoy wonderful Health and Wellbeing initiatives that support you
- Work with supportive and inclusive managers

AIA is different. Are you?

If you want to be part of an organisation that helps people live better every

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