National Contact Centre Manager Service

5 days ago

Melbourne, Australia Bupa Full time

About Bupa Asia Pacific

From aged care homes receptionists, dental surgeons, telehealth and admin, to our call centres, data professionals and tech gurus, we’re all in it together – 22,000+ people who keep inspiring each other to explore new possibilities, wherever the challenges of the healthcare world take us. 

Where are we heading?

We set a global ambition to be the world's most customer-centric healthcare company, and are committed to excellent customer experiences through service, value, and putting our customer at the heart of everything we do. Care is at our core and will always be a part of how we operate.  

More than that, our care puts customers at the heart of everything we do. We make a genuine effort to see the world through our customers’ eyes to make things easy, keep relevant to their needs and showing empathy and understanding. 

About the role:

Bupa is embarking on an exciting journey, that will offer new opportunities for us to engage with our customers and our staff on a meaningful level. The National Contact Centre Manager – Customer Service is an essential part of this journey. The correct candidate will directly impact Bupa in becoming the world's most customer-centric health care company.

Your role will focus heavily on leading a dedicated remote workforce, fostering a high-performance culture where innovation is the norm. 

This is a permanent, hybrid-working, full-time role that can be based in Melbourne or Brisbane. Travel between Melbourne and Brisbane will be required on a quarterly basis for this position.  

How will I help?

Key accountabilities of this role include:

  • Delivering best Average Speed to Answer (ASA) with available resources – and ensuring First Call Resolution (FCR) rates are as high as possible. Driving customer NPS outcomes
  • Working closely with the Service Execution Managers to ensure seamless implementation of initiatives, products and process change across Service Contact Centres. 
  • Actively managing FTE to ensure requirements are met in line to Annual Operating Plan (AOP)
  • Creating an environment where people strive to do their best work and are highly energised
  • Leveraging technology to optimise flexibility for your team, which enables them to provide a customer-centric experience to our members
  • Ensuring that the department's ongoing capability development meets future needs and the seamless implementation of initiatives and integrated service delivery strategy 
  • Act as a role model in line with Bupa Australia's values, providing direction, support and coaching to Team Leaders
  • Monitoring compliance and putting fair treatment of customers at the heart of what you say and do

What do I need?

You will be a motivational leader with extensive knowledge of the Health Insurance industry and have extensive experience managing large contact centres. 

In addition, you will have:

  • Minimum 10 years’ experience working in a call centre environment, with a minimum of 5 years in a leadership role within a call centre
  • Extensive professional experience within Health / Financial Services and/or Customer Service industries at a senior level with a particular focus on a Call / Contact Centre environment
  • Proven stakeholder influencing skills to drive project success and achieve business goals
  • A passion for understanding the Bupa customer and an eagerness to innovate
  • Proven success in leading a highly effective team of a similar size with detailed operational experience in managing contact centre resources and call flow 
  • Experience driving change across teams enabling an agile workplace
  • High level of commercial acumen leading to the ability to make decisions that will meet the needs of Bupa and our customers
  • Tertiary business qualifications or relevant market experience

Why work at Bupa?

Bupa is a value-driven organisation and strives to be the most customer-centric healthcare business in the world. This is made possible by our people, and we value each and every one of them. Additionally, this strategic role offers the opportunity to join us at an exciting time where you can make a real difference in our performance.

We've evolved from being simply a health insurer to a 'health and care' company. This involves providing more wide-ranging services to benefit people's health and wellbeing, wherever they are in life. If you've got the belief, the energy and the talent, come and join us. 

To learn more about working at Bupa please visit our website: www.bupa.com.au/careers 

Bupa is an equal opportunity employer. We are committed to ensuring equality in recruitment, development, retention and promotion of staff and that no one is disadvantaged based on their gender, cultural background, disability, sexual orientation or identity, or Aboriginal and Torres Strait Islander heritage. We encourage people from all backgrounds to apply.

**Please note that selection processes will commence immediately, and late application may result in exclusion from the process**

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