Supervisors/Team Leaders (Call Centre & Customer Service)
As our Outbound Team Leader, you will support our agents to work in a collaborative and sales driven environment, engaging with key stakeholders to achieve superior and engaging member experience. You will continually optimise team performance through coaching, training and development opportunities to ensure we provide our members with consistent personalised and engaging experiences.
Overall, our passion for our members is what we are all about, so you will pride yourself on providing the right solution and the best member experience in each and every interaction.
** Please note this will be a 6-month fixed term contract, with potential to convert to a permanent position Your Duties will include, but are not limited to: Coach and lead a team of Outbound Contact Centre Agents to achieve individual and team new member and enrolment conversion performance vs targets utilising state of the art Contact Centre software Create a collaborative work environment that engages and empowers a team to achieve success Be the first point of contact and escalation for Outbound Contact Centre technology Resolve complex issues and leading by example when managing member interactions and resolutions with priority Continually optimise team performance by monitoring how they interact with members and identify coaching, training and development opportunities Keeping up to date with product information and Member Experience initiatives to develop the best possible member outcomes Leveraging 'real time' member feedback and engaging with product and policy owners to negotiate improved member outcomes and introduce new campaigns, take escalated member complaints and manage accordingly Actively advocating and facilitating change to improve products and services that add value to members About you: Demonstrated experience in coaching and leading a team within a Contact Centre to deliver key activities and achieve Key Result Areas Demonstrated experience in Performance Management Proven experience in driving and leading change initiatives Effective interpersonal and communication skills that enable you to interact with customers at all levels and build strong relationships Adaptable learner with the ability to thrive in a fast-paced work environment Flexibility to work rotational rosters, up until 8pm on occasions A tertiary qualification is highly regarded but not essential Ability to speak fluent English is a must while speaking Mandarin and Cantonese will be highly regarded
Why we love working here: We are a Values led organisation, weC reate opportunity,P ursue excellence,A chieve together Monthly Health and Wellbeing sessions, weekly learning labs, generous reward and recognition program. The people, you'll work with like-minded and talented colleagues who aspire to be the best Our members, they are at the heart of everything that we do. Hybrid working, spend at least threedays a week in the office Busy, fast paced, and we are passionate about what we do Paid parental, volunteer, study leave and the ability purchase additional leave Learning & Professional Development opportunities We are global, so global mindsets are encouraged About Us: CPA Australia is Australia's leading professional accounting body and one of the largest in the world. We have more than 172,000 members in over 100 countries and regions. Our core services include education, training, technical support and advocacy. CPA Australia provides thought leadership on local, national and international issues affecting the accounting profession and public interest. We engage with governments, regulators and industries to advocate policies that stimulate sustainable economic growth and have positive business and public outcomes.
We are values-based organisation underpinned by theCPA Australia Way, which is our commitment to each other and a way of working. It is the foundation of our success, experienced and lived by our people, and felt by members.
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