An exciting permanent and full-time opportunity has arisen for a talented Team Leader to join our sales team!
Reporting to Team Manager, you will lead, coach, and manage a team of Customer Service Consultants to deliver customer services within the agreed service level, quality standards, and growth targets. This is a hybrid position based out of our Melbourne or Brisbane office. In-office requirement will be 1 - 2 days per quarter.
What will your day look like?Lead, develop, coach, and manage the performance of the Customer Service team to ensure services are delivered in accordance to agreed standards, guidelines, and procedures; and to achieve the service, growth, and retention targets;Monitor and manage the incoming call volume through queue management and implement contingencies as required;Proactively manage change by coaching and leading the team through the change management process;Analyse results and performance, and determine strategies to improve growth, retention, service capability and performance;Work with other Team Leaders and other Bupa business units in achieving Sales and growth objectives.You may also carry out any other duties reasonably requested by Bupa from time to time.
Why work at Bupa?We reward our people and celebrate their success. From providing initiatives that develop careers to looking after our people's health, wellbeing, and futures.
Our health is the most important thing we have, and at Bupa, caring is at the centre of everything we do – helping people live longer, healthier, happier lives and making a better world. We also know that to care for our customers, we must first care for our people. That is why Bupa has launched Viva Healthier and Happier – our new and comprehensive global health and wellbeing program for our employees. It includes all aspects of health – from mental and physical, to financial, social and environmental wellbeing.
Through the Viva Healthier and Happier program, we're providing health benefits for everyone who works at Bupa, no matter their role. We want to support our people to be the healthiest and happiest versions of themselves.
What do I need?Minimum five years Contact Centre experience, with a minimum of two years experience in a leadership role desirable;Hold relevant Degree or Post Graduate qualification in business desirable;Possess excellent leadership, people/stakeholders, and team management skills;Possess workflow management and efficiency skills;Demonstrate understanding of contact centre practices, contingencies, and operations;Possess influencing and negotiating skills;Possess high level of written and verbal proficiency.About Bupa Asia PacificBupa is an international healthcare group which has been committed to a purpose of helping people live longer, healthier, happier lives and making a better world for more than 70 years.
Bupa Asia Pacific operates in Australia, New Zealand, and Hong Kong, supporting about 6.5 million customers through a broad range of health and care services including health insurance, aged care, dental, medical, optical, and hearing services. Employing more than 20,000 people in the region, we believe that we can make a real difference to the lives of customers through our values, purpose, and the way that we deliver personalised care.
At Bupa, we are striving to create and sustain a safe and inclusive workplace. We welcome applicants from all cultural backgrounds, genders, and abilities. If you require any adjustments to participate in our recruitment process, please let us know at the time of your application.
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