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Form of workFull-time/permanent position | Melbourne CBD location | Hybrid work model | Showcase your leadership skills & advance your career
About the companyOur client, a leading Australian company, offers top-notch products and services integral to the daily lives of many Australians. Positioned for significant growth, the organisation is currently seeking an experienced Team Leader for their Digital Contact Centre within their Health Insurance business.
About the role
As the Team Leader, you will spearhead a high-volume Digital Channel contact center, with a primary focus on enhancing customer service. This role involves championing strategies for existing initiatives, fostering growth, and retaining the membership base.
Duties
- Lead and guide a team of consultants in resolving member inquiries
- Identify and address performance improvement opportunities, coaching the team to meet key indicators across the Digital Channels
- Collaborate across functions to implement strategic digital initiatives, recommend innovative servicing solutions, and manage successful changes in digital services.
- Prepare regular performance reports, emphasising a leadership focus on current and future aspects of Digital Servicing, such as customer experience, process automation, business improvement, and control effectiveness.
- Demonstrated track record as a successful Team Leader.
- Extensive experience in Digital Channels, including Live Chat, Email, SMS, and Social/Product Review channels.
- Previous involvement in developing and upskilling team members.
- Robust background in Contact Centre operations.
You will enjoy a range of great employee benefits and rewards, including:
- Competitive remuneration and incentive program
- Hybrid work model
- A range of attractive company discounts
- Supported learning and career development program
- Additional paid well-being and community volunteer days yearly
