Team Leader, Contact Centre
vor 2 Monaten
Team Leader, Contact Centre Location: Brisbane, Sydney, Shelley St
Time Type: Full time
Posted On: Posted Yesterday
Job Requisition ID: JR-0007336
The Apex Group was established in Bermuda in 2003 and is now one of the world's largest fund administration and middle office solutions providers.
Our business is unique in its ability to reach globally, service locally and provide cross-jurisdictional services.
With our clients at the heart of everything we do, our hard-working team has successfully delivered on an unprecedented growth and transformation journey, and we are now represented by over circa 13,000 employees across 112 offices worldwide.
Your career with us should reflect your energy and passion.
That's why, at Apex Group, we will do more than simply 'empower' you.
We will work to supercharge your unique skills and experience.
Job Description:
The Team Leader, Contact Centre is responsible for providing all first point of contact for Apex's superannuation and redundancy trust clients by ensuring effective service outcomes are achieved through client interaction and administration processes which aims to exceed the expectations of our clients through effective management of the team and development of individuals.
Responsibilities:
Oversee and manage all aspects of the Contact Centre Team to ensure exceptional customer service is provided to our members.
Provide ongoing training, support, coaching and leadership to all Contact Centre Team members.
Organise rosters, shift changes, approve leave requests in line with business needs and changes to IVR messaging as required.
Monitor and report on team performance against Service Level Agreements / KPIs, including identifying trends and making recommendations.
Effectively handle escalated objections from members and quickly resolve queries/issues for members, employers and advisers ensuring complaints are handled in accordance with the Clients' Fund Rules.
Manage all compliance matters on behalf of the Funds administered to ensure that they meet all the statutory and legal obligations.
Support continuous improvement initiatives and contribute to business improvements.
Review Quality reports (Apex's Call Evaluation Policy) for each employee to ensure quality and compliance standards are met.
Ensure all processes and reference material are documented and implemented within the team.
Establish and maintain good working relationships with clients and external service providers.
Participate in training programs to increase knowledge to provide improved support to team members.
Ensure Incident and Complaint resolution and activities are undertaken together with adequate controls in place.
Prepare Contact Centre Reporting for clients in conjunction with other teams.
Skills Required:
RG146 Superannuation qualifications.
5 years' experience in Superannuation fund administration.
Previous experience in a similar role/ management experience.
Acurity systems knowledge and experience (preferable).
Commitment to high standards of client service.
Continual improvement mindset.
Excellent interpersonal skills.
Well-developed PC skills (e.g., Word, Excel, Outlook).
What you will get in return:
A genuinely unique opportunity to be part of an expanding large global business.
Competitive remuneration commensurate with skills and experience.
Training and development opportunities.
Additional Information:
We are an equal opportunity employer and ensure that no applicant is subject to less favourable treatment on the grounds of gender, gender identity, marital status, race, colour, nationality, ethnicity, age, sexual orientation, socio-economic status, responsibilities for dependants, or physical or mental disability.
For more information on our commitment to Corporate Social Responsibility (CSR) please visit our CSR policy .
#J-18808-Ljbffr
-
Contact Centre Team Leader
vor 3 Wochen
Brisbane, Österreich Optimum Contact VollzeitAdd expected salary to your profile for insightsOptimum Contact provides outbound call campaign support to member-based organisations and associations, helping them achieve a range of critical objectives.We assist with renewing memberships, retaining members, boosting delegate attendance at events and conferences, enrolling members and students in various...
-
Contact Centre
Vor 5 Tagen
Brisbane, Österreich KBH Solutions Pty Ltd VollzeitCBD $75K - $85K plus Super Monday to Friday - Normal Business hours A leading company providing strong membership and insurance services is seeking a Call Centre Team Leader.As the Call Centre Team Leader, you will oversee Insurance and Customer Service Contact Staff.Your responsibilities include supporting, developing, coaching, and driving the team to meet...
-
Contact Centre Team Leader
vor 3 Wochen
Brisbane, Österreich Watts Next Pty Ltd VollzeitAbout the business:Optimum Contact provides outbound call campaign support to member-based organisations and associations, helping them achieve a range of critical objectives.We assist with renewing memberships, retaining members, boosting delegate attendance at events and conferences, enrolling members and students in various courses, conducting surveys to...
-
Contact Centre Team Leader
vor 2 Wochen
Brisbane, Österreich Watts Next Pty Ltd VollzeitAbout the business: Optimum Contact provides outbound call campaign support to member-based organisations and associations, helping them achieve a range of critical objectives.We assist with renewing memberships, retaining members, boosting delegate attendance at events and conferences, enrolling members and students in various courses, conducting surveys to...
-
Team Leader, Contact Centre
vor 2 Monaten
Brisbane, Österreich Apex Group VollzeitTeam Leader, Contact CentreLocation: Brisbane, Sydney, Shelley StTime Type: Full timePosted On: Posted YesterdayJob Requisition ID: JR-0007336The Apex Group was established in Bermuda in 2003 and is now one of the world's largest fund administration and middle office solutions providers.Our business is unique in its ability to reach globally, service locally...
-
Optimum Contact | Contact Centre Team Leader
vor 3 Wochen
Brisbane, Österreich Tideri Jobbörse VollzeitAdd expected salary to your profile for insights Optimum Contact provides outbound call campaign support to member-based organisations and associations, helping them achieve a range of critical objectives.We assist with renewing memberships, retaining members, boosting delegate attendance at events and conferences, enrolling members and students in various...
-
Team Leader, Contact Centre | Brisbane, Au
vor 2 Monaten
Brisbane, Österreich Tideri Jobbörse VollzeitThe Apex Group was established in Bermuda in 2003 and is now one of the world's largest fund administration and middle office solutions providers.Our business is unique in its ability to reach globally, service locally and provide cross-jurisdictional services.With our clients at the heart of everything we do, our hard-working team has successfully delivered...
-
Team Leader, Contact Centre | Brisbane, Au
vor 2 Monaten
Brisbane, Österreich Efinancialcareers Ltd. VollzeitThe Apex Group was established in Bermuda in 2003 and is now one of the world's largest fund administration and middle office solutions providers.Our business is unique in its ability to reach globally, service locally and provide cross-jurisdictional services.With our clients at the heart of everything we do, our hard-working team has successfully delivered...
-
Team Leader, Contact Centre | Brisbane, Au
vor 2 Monaten
Brisbane, Österreich Efinancialcareers Ltd. VollzeitThe Apex Group was established in Bermuda in 2003 and is now one of the world's largest fund administration and middle office solutions providers.Our business is unique in its ability to reach globally, service locally and provide cross-jurisdictional services.With our clients at the heart of everything we do, our hard-working team has successfully delivered...
-
Team Leader, Contact Centre | Brisbane, Au
vor 2 Monaten
Brisbane, Österreich Efinancialcareers Ltd. VollzeitThe Apex Group was established in Bermuda in 2003 and is now one of the world's largest fund administration and middle office solutions providers.Our business is unique in its ability to reach globally, service locally and provide cross-jurisdictional services. With our clients at the heart of everything we do, our hard-working team has successfully...
-
Shine Lawyers | Assistant Team Leader
vor 1 Woche
Brisbane, Österreich Tideri Jobbörse VollzeitThe OpportunityAs a Permanent, Full Time Assistant Team Leader in our Personal Injury contact centre division in the Brisbane CBD , you'll work closely with our Contact Centre Manager to lead and coach a team of equally passionate, empathetic and culturally sensitive client service officers, as they work on the front line responding to our clients'...
-
Contact Centre Operator
vor 2 Monaten
Brisbane, Österreich 13Cabs VollzeitWe are looking for Contact Centre Operators.Join our dynamic team at 13Cabs Woollongabba as a Call Centre Operator!If you thrive in fast-paced environments, we want you!Our Call Centre Operators:Answer customer calls and book taxis.Skillfully dispatch drivers for efficient service.Provide top-notch customer service.What we're looking for:Strong communication...
-
Contact Centre Agent
vor 2 Wochen
Brisbane, Österreich Urban Utilities VollzeitThere's No Us Without U.Care with Us, for Today and Tomorrow There's no life without water, and at Urban Utilities, we live and breathe that knowledge every single day.It's why our people are so passionate about what they do and how they do it.And it's why we need people like YOU.A career with Urban Utilities is about enriching the quality of life.Join us...
-
Workforce Scheduler
vor 4 Wochen
Brisbane, Österreich SMAART Recruitment VollzeitAre you passionate about creating efficient schedules that drive seamless contact centre performance?We're seeking multiple Workforce Schedulers to join an exciting, large-scale transformation project with a major financial services client, kicking off in early 2025.Location : Brisbane CBD (with flexible hybrid working options) The Role: As a Workforce...
-
Team Leader
Vor 6 Tagen
Brisbane, Österreich Department Of Transport And Main Roads VollzeitAn exciting opportunity has become available for a high performing individual to join the Information Technology branch of Transport and Main Roads (TMR) in the role of Team Leader, Service Centre.TMR is an organisation which offers professional development, a variety of interesting work state-wide, a safe, healthy and secure workplace and flexible work and...
-
Customer Service Team Member
vor 1 Woche
Brisbane, Österreich Employment Office Australia VollzeitPosition: Customer Service Team Member (Doctor Service Contact Centre)Location: Bowen Hills, QLDEmployment Type: Full-time (Monday - Friday rotating shifts between 7 am - 6.45 pm with occasional involvement in Saturday and public holiday roster if required)Key ResponsibilitiesSullivan Nicolaides Pathology now has a full-time opportunity for an administrative...
-
Customer Service Team Member
vor 1 Woche
Brisbane, Österreich Employment Office Australia VollzeitPosition: Customer Service Team Member (Doctor Service Contact Centre)Location: Bowen Hills, QLDEmployment Type: Full-time [Monday - Friday rotating shifts between 7 am - 6.45 pm with occasional involvement in Saturday and public holiday roster if required]Key Responsibilities Sullivan Nicolaides Pathology now has a full-time opportunity for an...
-
Centre Manager
vor 2 Wochen
Brisbane, Österreich Cribb Street Childcare Centre Inc VollzeitCentre Manager, Community Based Childcare CentreCribb Street Childcare Centre Inc., Sadliers Crossing, Brisbane QLD.Childcare & Outside School Hours Care (Education & Training).Full time.About the Role:Cribb Street Childcare Centre Inc. is seeking an experienced and passionate Centre Manager to join our community-driven team.This is a fantastic opportunity...
-
Team Leader
vor 2 Monaten
Brisbane, Österreich Scott Horton - Founding Director - Troocoo VollzeitTroocoo are proud to partner with a well-known market leader in the insurance industry, to find their next Team Leader in their busy call centre based in Toowong.We are open to hearing from Senior Claims managers who are looking to take their next step into a leadership role, or candidates with previous leadership experience in a contact centre.Our client...
-
Qld Traffic | Team Leader
vor 4 Wochen
Brisbane, Österreich Tideri Jobbörse VollzeitTransport and Main Roads (Organisation site)Technology; Information Technology; Corporate; Carseldine An exciting opportunity has become available for a high performing individual to join the Information Technology branch of Transport and Main Roads (TMR) in the role of Team Leader, Service Centre.TMR is an organisation which offers professional development,...
