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Call Centre Team Leader

HCF

Sydney, New South Wales, Australia

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Job Posted: 27/09/2017

Job Category:

Call Centre & Customer Service / Supervisor / Team Leader

Job description:

HCF's Call Centre plays a pivotal role in managing the customer experience for HCF members. . As part of our 2020 vision we are now proactively sourcing top talent to help shape the future of our company. We are currently recruiting for a highly motivated and energetic individual to lead our Proactive Outbound team.

If you love people management and thrive working in a fast paced and high performance culture we want to hear from you!

Reporting to the Call Centre Manager, you will be accountable for effectively managing, leading, coaching, developing and motivating an outbound call centre team. Your role will be to ensure effective and efficient customer service is provided to all HCF Group members; and to maximise call opportunities to promote HCF products and services and achieve individual, team and call centre KRAs.

You will coach, mentor and inspire your team by continuously driving engagement initiatives, internal campaigns and structured training sessions. Working to clear strict targets, you will be responsible for ensuring outstanding customer service is provided to members and non-members and promotion of HCF Group products and services is consistently delivered to our customers.

You will be required to work rotating shifts between the operating hours of 8am to 8:15pm Monday to Friday. Occasional weekend work may also be required.

You will be responsible for the following:

  • Conduct regular one on ones as well as yearly performance appraisals with team members focusing on their current performance and guiding them to achieve individual and team goals.
  • Effectively communicate to the team new developments/processes and where possible explain reasons why changes/decisions have been made.
  • Monitor group and individual productivity through effective use of Shift Track Real Time and CMS (Avaya)
  • Provide feedback to Resource Planner on roster and follow processes and procedures.
  • Utilise the HRIS and work closely with team members and Centre Manager to ensure the team's attendance and punctuality is at an optimum level and roster adherence is met.
  • Develop and maintain a team culture that facilitates continual improvement.
  • Identify what service and sales skills each team member requires and provide coaching and training to achieve these
  • Provide timely feedback to the relevant individual/department impacting the customer experience
  • Accept all member escalations; demonstrate professionalism in assisting the member.
  • Approve discretionary payments and arrears within delegation and ensure audit procedures are followed.
  • Use Call Centre Technology e.g. Verint Call Recording system, CCE, CMS, to manage, monitor and evaluate and provide feedback on team members' performance.
  • Regularly review calls to monitor quality and ensure HCF service level standards are adhered to
  • Maintain a thorough knowledge of products and procedures.
  • Ensure all team, department and business changes are embraced and managed effectively.

Do you have what it takes? Do you bring:

  • Outstanding people skills and communication skills?
  • Strong leadership and management skills?
  • Excellent customer service focus and commitment to member satisfaction?
  • Ability to work under pressure and lead by example?
  • Strong commitment to team building and staff development?
  • Ability to meet individual/team and departmental deadlines?
  • Ability to embrace change and influence others?
  • Positive and motivated personality with ability to relate to people at all levels?
  • 2+ minimum years' previous experience as a Team Lead in a Call Centre environment?

Then you're sure to enjoy this position! In return, you will receive a wide range of benefits including an opportunity to supplement your income with sales commissions, access to ongoing coaching sessions, a structured training program, a collaborative and fun working environment and a number of other HCF benefits.

If you're ready to make a difference to your career and to HCF then click apply. Please provide a copy of an up to date resume and a covering letter highlighting your interest in the role