Retention Team Leader
vor 1 Monat
time left to apply End Date: December 15, 2024 (16 days left to apply)
job requisition id JR100703
Retention Team LeaderThe Retention Team Leader is accountable for effectively managing, leading, coaching, developing and motivating an outbound contact centre team.
You will report to the Call Centre Retention Manager.
This hybrid role is permanent, full time.
You will be based at our Parramatta contact centre.
Hours are Monday to Friday.
You will coach, mentor and inspire your team of up to 12 agents 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.
ResponsibilitiesConduct 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.Monitor group and individual productivity through effective use of Shift Track Real Time and CMS.Provide feedback to Resource Planner on roster and follow processes and procedures.Develop and maintain a team culture that facilitates continual improvement.Accept all member escalations; demonstrate professionalism in assisting the member.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.About YouYou will have previous experience as a Team Leader in a contact centre environment, ideally in private health insurance.
You will have strong leadership and management skills.
Outstanding people skills and communication skillsExcellent customer service focus and commitment to member satisfactionAbility to work under pressure and lead by exampleStrong commitment to team building and staff developmentAbility to meet individual/team and departmental deadlinesAbility to embrace change and influence othersPositive and motivated personality with ability to relate to people at all levels.About HCFAt HCF, our purpose is to bring our human touch to healthcare.
Since 1932 we've been putting our members and their health first.
As Australia's largest not-for-profit health fund, we cover over 1.9 million members with health, life, travel and pet insurance and our vision is to make healthcare understandable, affordable, high quality and member centric.
We want to be true health partners to our members, easily guiding the healthcare choices that are right for them.
At HCF, our values are the way we do things and create the necessary culture to help us realise our purpose and deliver our Strategy.
Living our values in action we step forward, walk in their shoes, stay human, make it better and get there together.
Culture & BenefitsPurpose-driven passionWe're united by a common purpose: to make healthcare affordable, understandable, high quality and member-focused.
Wellness and work-life balanceWe'll empower you with the necessary skills and tools to support your personal wellbeing journey, ensuring you perform at your best.
Our offerings include:
50% subsidy on HCF hospital and/or extras cover18 weeks of parental leave for all new parentsMental health and wellbeing programs, including workshops, fitness classes, flu vaccinations, skin checks and moreDiscounts on HCF's products, including life, pet and travel Insurance, as well as discounts at Fitness First gyms and on our eyecare products.Collaboration and inclusivityWe embrace diversity as our strength and are committed to maintaining an inclusive and collaborative work environment.
Our workplace is welcoming and safe for all our employees, irrespective of their unique characteristics including age, ethnicity, cultural or spiritual background, gender identity, disability, education and socio-economic status.
Continuous learning and growthWe believe in lifelong learning.
HCF provides opportunities for personal and professional development.
From workshops to mentorship programs, we encourage your growth and curiosity.
Next StepsIf you require any adjustments to assist you in making your application or during the recruitment or onboarding process, please reach out to Talent Acquisition – to discuss.
We encourage applicants to submit their applications at their earliest convenience, as at HCF, we review applications as they are submitted, and may have filled the role prior to the job closing date.
At HCF, we want our people to feel supported and empowered to be their best self at work.
We create a flexible, inclusive, family-friendly culture so our employees are inspired and motivated to achieve the best for themselves and our members.
Our purpose is to bring a human touch to every part of the healthcare system, in big ways and small.
Our values inform the way we do things.
They help us build the culture we need to realise our purpose.
Our values are to:
Step ForwardGet There TogetherMake it BetterStay HumanWalk in Their Shoes.We've invested in our people and teams to ensure they're equipped to reach their career goals.
We help team members expand their skill sets and develop personally through various internal and external courses, as well as broaden their on-the-job experience through transfers, secondments or promotions.
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