Cpa Australia | Outbound Team Leader | Melbourne
vor 2 Wochen
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 a 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.
You must be able to start on Monday 02nd/ 9th December 2024 and complete a 6-month fixed-term contract until Jun 2025, 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 lead by example when managing member interactions and resolutions with priority.
Continually optimise team performance by monitoring how they interact with members and identifying coaching, training, and development opportunities.
Keep up to date with product information and Member Experience initiatives to develop the best possible member outcomes.
Leverage 'real-time' member feedback and engage with product and policy owners to negotiate improved member outcomes and introduce new campaigns, take escalated member complaints and manage accordingly.
Actively advocate and facilitate 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, we C 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 three days a week in the office.
Busy, fast-paced, and we are passionate about what we do.
Paid parental, volunteer, study leave and the ability to 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 a values-based organisation underpinned by the CPA 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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