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Team Leader

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Bupa

Nov 13, 2024

Applications are closed

  • Job
    Full-time
    Senior Level
  • Customer Relations
    People, HR & Administration
  • Melbourne

Requirements

  • Excellent leadership, people management and team management skills
  • Good Contact Centre experience in a similar environment
  • Ability to inspire and create enthusiasm, energy and cooperation in others to achieve work objectives
  • Ability to coach and encourage staff to perform at their optimum level
  • Workflow management and efficiency skills
  • Demonstrated understanding of contact centre practices, dependencies and operations
  • Demonstrated ability to work under pressure whilst continuing to make effective decisions

Responsibilities

  • To lead Advisors/Consultants to achieve Goals and Metrics.
  • To partner effectively with peers and Real Time to manage incoming call volumes and implement contingencies. able to get a clear point across in a friendly, polite and engaging manner.
  • To ensure that service targets are achieved by developing and training staff, implementing new initiatives, monitoring performance, changing staff behaviour and maintaining the use of resources.
  • To develop a team of highly professional and motivated Contact Centre Advisors/Consultants.
  • Foster effective relationships with other business units to ensure success of business initiatives.

FAQs

What is the primary responsibility of the Team Leader in the Health Insurance Contact Centre?

The primary responsibility of the Team Leader is to manage a highly effective team of Customer Service advisors, ensuring that business targets and key metrics are met while coaching, motivating, and empowering the team.

How many direct reports will the Team Leader manage?

The Team Leader will manage a team of 10-15 direct reports.

What are the expected qualifications for the Team Leader position?

The expected qualifications include excellent leadership, people management and team management skills, good Contact Centre experience in a similar environment, and an ability to inspire and coach staff effectively.

What type of interactions do Customer Service advisors engage in?

Customer Service advisors engage in meaningful interactions via the voice channel, where they uncover customer needs and provide solutions that deliver the best outcome for the customer.

Are there opportunities for professional development in this role?

Yes, the role includes developing and training staff, implementing new initiatives, and fostering effective relationships, which contributes to professional development.

What does Bupa value in its employees?

Bupa values respect and consideration for everyone, believing that individual differences can make a significant impact on delivering exceptional customer experiences.

What benefits are offered with this position?

The position offers a competitive salary, a range of Bupa benefits, flexible working arrangements, and opportunities to innovate and collaborate with dedicated colleagues.

What is Bupa's mission?

Bupa's mission is to help people live longer, healthier, happier lives and make a better world, which has been their purpose for over 70 years.

In which regions does Bupa Asia Pacific operate?

Bupa Asia Pacific operates in Australia, New Zealand, and Hong Kong.

How many customers does Bupa Asia Pacific support?

Bupa Asia Pacific supports about 6.5 million customers through a broad range of health and care services.

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Bupa

Our purpose is helping people live longer, healthier, happier lives and making a better world.

Science & Healthcare
Industry
10,001+
Employees
1947
Founded Year

Mission & Purpose

upa's purpose is helping people live longer, healthier, happier lives and making a better world. We are an international healthcare company serving over 38 million customers worldwide. With no shareholders, we reinvest profits into providing more and better healthcare for the benefit of current and future customers. We directly employ around 85,000 people, principally in the UK, Australia, Spain, Chile, Poland, New Zealand, Hong Kong SAR, Türkiye, Brazil, Mexico, the US, Middle East and Ireland. We also have associate businesses in Saudi Arabia and India.